Cut AHT and Improve FCR: Using Blitzz with Genesys to Resolve Issues Faster

Implementing remote visual support can be a game-changer when you’re working with Genesys. It lets you cut down on guesswork by allowing your agents to see exactly what your customers see, ultimately reducing average handle time (AHT) and boosting first contact resolution (FCR). Below, you’ll find a step-by-step tutorial on how to integrate Blitzz with Genesys and optimize remote video sessions for faster, clearer results. This guide walks you through planning, setup, implementation, and best practices for success.

Understand the benefits of remote visual support

Before diving into instructions, let’s talk about why remote visual support is such a smart move for your Genesys environment. Traditional voice-only calls can lead to confusion, extended call times, and the dreaded need for repeat contacts. With remote visual tools, your agents instantly see the issue, guiding customers (or on-site technicians) through the fix. The result? Quicker solutions and more satisfied customers.

• Lower truck-roll costs: The average cost of a truck roll is around $1,011, according to research shared by Blitzz. Remote support helps you skip that expense.
• Greater flexibility for employees: Because they can view problems by video, your most experienced agents don’t have to be physically present. They can assist from anywhere.
• Reduced wait times: Customers can show you real-time footage of their problem, meaning fewer clarifying questions and a sharper focus on resolution.
• Enhanced safety: During COVID-19, remote visual assistance became a popular choice for contactless support and lowered health risks for in-person teams.

Whether you’re exploring various remote visual assistance tools or just starting with Genesys, adding Blitzz to your workflow can dramatically improve your customer experience.

Prepare your Genesys environment

Genesys provides a powerful ecosystem for customer engagement, but you want to make sure your environment is ready to integrate a remote visual support solution. Here’s how to get your Genesys setup prepped:

1. Confirm your Genesys version and licensing

• Check your existing Genesys platform details. You may need specific plug-ins, permissions, or an up-to-date license to install additional applications.
• Ensure your solution includes or supports open APIs so that integrating with Blitzz is straightforward.

1. Identify internal resources

• Decide which team members or departments will be involved in your remote visual support rollout — from IT admins to contact center managers.
• Allocate time for training and coordination. If your Genesys environment is extensive, you might need a dedicated internal lead to coordinate tasks.

1. Document current workflows

• Detail how your agents currently handle calls for troubleshooting, escalations, and onsite visits.
• Note any common pain points, like repetitive troubleshooting steps or frequently misdiagnosed issues. You’ll address these more efficiently once you add visual support.

Preparing your Genesys environment isn’t necessarily complicated, but it sets the foundation for a smooth integration. Once you’ve checked off these steps, you’re ready to connect Blitzz and start implementing remote visual support.

Integrate Blitzz with Genesys

Now comes the core step: connecting Blitzz to your Genesys solution so you can visually engage with customers. Although the exact steps can vary depending on the Genesys product suite you’re running, here’s the typical game plan:

1. Acquire and configure Blitzz

• Sign up for a Blitzz account through their website or your Genesys partner portal if it’s offered as an integrated solution.
• Follow Blitzz’s admin setup guide to create agent accounts, configure default settings, and set up security protocols.

1. Use Genesys APIs or connectors

• Check the Genesys Developer Center or your integration partner for the best method to connect. Some Genesys offerings have native connectors for external apps, while others rely on REST APIs or conversation widgets.
• If a direct Genesys marketplace integration is available, you can often set up Blitzz with a few clicks in your Genesys Cloud or Engage system.

1. Embed the Blitzz session link into Genesys calls

• Once integrated, you’ll see the option to invite customers to a visual support session during a voice call.
• Agents can send a text or email invite to customers so they can share camera access on their device. Sessions typically happen via a browser, so no extra downloads are required for customers.

1. Validate the connection

• Test a full end-to-end scenario. For instance, start with a voice call, initiate a Blitzz link, and confirm your agent can see the customer’s video stream.
• Check for any error messages, connectivity gaps, or user experience issues.

At this point, you’re officially implementing remote visual support within your Genesys environment. If you’d like more insight into the bigger picture, have a look at genesys remote visual support to see how other organizations have streamlined their processes.

Train your agents for success

A well-integrated tool is only as good as the people behind it. The next step focuses on agent onboarding and skill-building. You want your support team to feel comfortable using Blitzz so they can confidently lead customers through remote fixes.

Provide interactive demos

• Conduct role-play sessions

• Let agents play both the “customer” and the “support rep.” It’s easier to learn the interface by actually clicking through every button.

• Pretend to troubleshoot real issues that your team frequently handles.

• Record practice calls

• Encourage agents to watch their own session recordings. Seeing themselves guide customers can highlight areas for verbal clarity.

• Compare notes on how to phrase instructions, position the camera, or effectively use any built-in annotation features.

Offer quick reference guides

• Create an internal knowledge base

• Provide screenshots that show how to initiate Blitzz sessions step by step.

• Include tips for camera angles, such as how to direct the customer’s focus on the issue or part in question.

• Launch micro-training modules

• Short videos can help new agents who join later.

• Keep the content up to date. If a Blitzz or Genesys interface changes, refresh the guides.

Emphasize soft skills

• Build rapport

• Remind agents that their tone and patience matter just as much in a visual session.

• Instruct them to keep an open, friendly communication style to create a calm environment when customers might be frustrated.

• Use clear instructions

• Visual support puts you and the customer on the same page, but you still don’t want to confuse them with jargon.

• If you say, “Move the camera a bit closer,” specify the direction and the detail you need to see.

By training agents thoroughly, you’ll bring out the best in your newly integrated remote visual support solutions. This process typically only takes a few days if you schedule it properly.

Handle connectivity and bandwidth issues

No matter how great your remote visual solution is, it hinges on a steady network connection. If your customer is in a low-bandwidth environment, you risk dropouts or lag.

Check your baseline network

• Run speed tests
• If your contact center has a segmented network, confirm that the portion supporting Blitzz has sufficient upload/download speeds.
• Aim for at least 2–3 Mbps upload to keep the video streaming smoothly.
• Evaluate wireless usage
• Some of your agents may rely on WiFi or cellular service. High latency or signal drops can affect call quality.

Coach customers on best practices

• Encourage them to close unnecessary apps or browser tabs
• Too many open apps can hog bandwidth, leading to choppy video.
• Suggest a stable WiFi connection
• If possible, have customers move closer to their router or use an alternative network.

Reference the research

According to XMReality, bandwidth, loss, and latency all affect real-time video performance. Keeping these factors in mind allows you to prepare for unexpected situations. If a remote visual session falters, your agents can pivot quickly, perhaps by rescheduling a follow-up at a more reliable connection.

Maintain security and compliance

You, your customers, and your broader organization all want assurance that remote visual sessions are safe from prying eyes. Genesys environments typically come with enterprise-grade security baked in, and Blitzz offers robust data protection features. Still, it’s wise to establish clear protocols.

1. Manage permissions and user roles

• Within Genesys, assign permissions so only authorized team members can launch or join visual sessions.
• In Blitzz, restrict the scope of agent access (if needed) based on roles, seniority, or region.

1. Stay GDPR-compliant (if applicable)

• Blitzz and Genesys can help you comply with GDPR, but confirm that your data collection, storage, and deletion practices align with regional laws.
• Inform customers about how you’re using their video feed, the duration of storage, and their right to opt out.

1. Use encrypted connections

• Verify that your sessions run over HTTPS (SSL/TLS encryption) and that inbound/outbound data is protected.
• Ensure that any session recordings are securely stored and have limited access.

A secure foundation boosts trust, which boosts adoption. You can also highlight your safe, contactless approach to reassure customers that your remote visual support software meets high standards.

Track performance metrics

Once you have remote video in place, you’ll want to see real-world improvements. Two big metrics to watch are AHT (average handle time) and FCR (first contact resolution). But it’s also helpful to track other data to measure the ongoing success of implementing remote visual support.

Key contact center metrics

Here’s a quick reference table:

You can find these metrics in your Genesys dashboards. Compare before-and-after stats at 30-, 60-, and 90-day intervals to confirm your solution is driving improvements.

Use built-in recording for training

• Blitzz or Genesys may allow session recording
• Review call recordings to see how effectively agents walked the customer through the issue.
• Spot patterns
• If you notice repeated misunderstandings in the same type of call, add clarifying instructions to your knowledge base.

Gather customer feedback

• Send post-call surveys
• Ask about clarity of instructions, perceived helpfulness, and overall satisfaction.
• Collect star ratings or Net Promoter Score
• These quick metrics can confirm whether remote visual support is making customers happier.

With performance tracking, you’ll have real data to justify your investment. And because Genesys is built with enterprise reporting capabilities, it’s easy to keep an eye on these KPIs in real time.

Use best practices for continuous improvement

Even when a new solution works well, it doesn’t hurt to fine-tune your approach. The following best practices can help your teams stay efficient:

Encourage collaborative troubleshooting

• Make it easy for agents to bring in second-level support
• Blitzz sessions can include multiple participants if needed. Your agent can invite a specialized technician or manager to view the issue simultaneously.
• Cultivate a knowledge-sharing culture
• If an agent learns a new troubleshooting technique, encourage them to share it in your team forum or Slack channel.

Keep your toolset updated

• Check for app or plugin updates regularly
• Both Genesys and Blitzz likely release periodic enhancements, especially around security, new integrations, or user experience tweaks.
• Refresh your training materials
• Update your screenshots, checklists, or quick-start guides to match new interface changes.

Integrate feedback loops

• Host regular team check-ins
• Schedule a monthly or quarterly remote visual support review. Ask agents how calls are going and what can be improved.
• Commission pilot programs for new features
• If Blitzz or Genesys launches a new annotation feature or AI tool, let a small group test it before a full rollout.

Continuous improvement keeps your solution performing at peak levels. You might be surprised how small changes can significantly boost your metrics over time.

Troubleshoot common pitfalls

Like any technology, remote visual support can run into snags. Here are a few common pitfalls and quick-fix ideas:

1. Slow network or high latency

• Issue: Video lags or freezes
• Fix: Ask the customer to move closer to a router, or switch to a stronger connection. Reduce video resolution temporarily if necessary.

1. Customer privacy concerns

• Issue: Hesitation to share a live video feed
• Fix: Reassure them you’re following strict data privacy protocols. Offer them the option to blur the background or limit the camera angle only to the device in question.

1. Agent inexperience

• Issue: The agent is new to remote visual workflows
• Fix: Provide refresher training or pair them with a more seasoned colleague for a few sessions.

1. Incompatible devices

• Issue: Customer uses older hardware or a non-compatible browser
• Fix: Offer alternative ways to capture images, like uploading photos if live streaming fails. If device constraints are common in your user base, test various browsers and operating systems in advance.

You’ll find that small adjustments can make a world of difference in how smoothly your remote sessions go.

Enjoy the benefits of reduced AHT and improved FCR

Once your integration is stable, you’ll see the biggest rewards in your key contact center metrics. With your agents visually diagnosing problems, they can identify issues quickly, reduce confusion, and delight customers through real-time visual coaching. Data you gather from these sessions — including images, video recordings, and annotated screenshots — can then feed back into your knowledge base, enhancing future service.

• Quicker resolution times: Instead of multiple phone calls or back-and-forth emails, you get eyes on the issue from the get-go.
• Fewer on-site visits: You’ll cut the cost and logistical complexity of sending technicians to a site when fixes can be performed remotely.
• Boosted morale: Agents often feel more confident and less stressed when they can see the problem versus guessing from a vague description.

At the end of the day, you’re not just cutting handle time; you’re also giving your customers a better, faster experience. It’s a classic win-win scenario.

Final thoughts and next steps

Implementing remote visual support with Genesys can transform your contact center from a traditional call environment into a future-forward support hub. By weaving Blitzz into your Genesys workflows, you enable your team to diagnose issues on the spot, trim down handle times, and increase the odds of fixing problems on the first go.

Your next step? Dive into a pilot program. Pick a small group of agents or a single business unit to test the setup. Gather feedback, refine your processes, then roll it out to the wider organization. If you’d like more technical details or guidance on relevant setups, check out remote visual support software, where you can explore additional configurations.

Reducing AHT and improving FCR aren’t just buzzwords. They’re real gains that make life easier for both you and your customers. Once you see how visual communication powers up your Genesys platform, you’ll wonder how you managed without it. Feel free to share your experiences with the rest of your team, fine-tune your approach, and keep delighting customers with the speed and clarity of remote visual support.