If you’re a Genesys admin or support agent, you know how valuable it is to solve customer issues quickly and accurately. That’s why so many businesses today rely on remote visual support software. By guiding customers through live video, AR annotations, and real-time collaboration, you can speed up resolution times and make everyone’s life easier. Now imagine taking that efficiency a step further by combining Blitzz (a remote assistance tool) with your existing Genesys platform. The result? A faster, more seamless support experience that keeps everyone happy—customers, agents, and managers alike.
Below, you’ll discover how Blitzz integrates with Genesys to help you deliver top-notch remote support. We’ll walk through core features, discuss how you can maximize workflow efficiency, and explore real-world benefits like cutting down on travel and accelerating issue resolution. Whether you’re an integration partner seeking fresh functionality or a Genesys customer support agent looking to enhance your day-to-day, this guide will get you up to speed.
Remote visual support is all about helping your customers or on-site technicians from any location, using live video and augmented reality (AR) to diagnose and solve problems. Instead of explaining everything over voice-only calls, you can see exactly what the customer sees, draw notes on their screen, and guide them step by step. This approach offers clarity that’s impossible with standard phone or email formats.
If you’re curious about different platforms, check out remote visual assistance tools for more insights on the broader solutions available.
Blitzz is an advanced remote support solution that empowers agents to launch live video or co-browsing sessions directly from their support workflows. Meanwhile, Genesys Cloud provides a robust contact center platform that handles all your customer interactions in one place. When you embed Blitzz into Genesys, you unify these capabilities into a single, integrated system.
By merging these forces, you’re enabling your team to tackle problems more efficiently, setting you up for consistent success in your day-to-day support operations.
You might already be sold on the broad benefits, but what exactly can you do when you add Blitzz to Genesys? Let’s look at the most impactful features you’ll tap into with a remote visual support software approach.
When an issue pops up, you can spin up a video session right from within Genesys. This saves both you and your customer from the hassle of describing complex technical problems. According to research from Blitzz customers, live video drastically reduces cases of misunderstandings and helps you resolve problems faster.
AR annotations let you draw right on top of the live video feed, highlighting specific components or steps to take. It’s like having a digital marker that appears on the customer’s screen. Plus, you can add text or shapes to drive your point home. This is even more powerful for field service scenarios where an on-site technician needs direction on intricate equipment.
Remote visual support software goes beyond a single expert talking to one on-site person. With multiparty collaboration, you can invite various experts into a session to brainstorm, share ideas, or troubleshoot together. Let’s say you have a hardware specialist in one city, a software whiz in another, and an on-site technician in a third. Everyone can hop into one virtual space, see the same view, and chat in real time.
Ever solve a problem, then forget the details a month later? With snapshot capturing, you can take screenshots during the live session, including any AR annotations. These snapshots serve as a record, helping you document the issue and store best practices for future reference. You can also include them in follow-up tickets, ensuring everyone stays on the same page.
Co-browsing means you can guide a customer through website steps or software forms in real time. Instead of just telling them, “Click that tab at the top,” you can literally hop onto their screen, point out the correct tab, and see it happen in real time. With Blitzz integrated into Genesys, you barely have to switch interfaces. You simply open a co-browse session and help your customer complete whatever task they’re stuck on.
One of the beauties of Genesys is that it was designed to handle interactions across multiple channels. You probably already have phone, chat, email, and social media support. Now, layering remote visual support on top deepens your toolkit.
By embedding Blitzz into Genesys, your workflow remains consistent. You don’t have to copy-paste session links or juggle separate apps. Your ticketing system, customer data, and video support tools all reside in one place, ready for the next call or chat. That unity alone saves you a tremendous amount of time, especially if you manage a team of agents who need quick transitions between tasks.
Visual evidence is powerful. During a remote video session, you might capture the exact moment a piece of equipment fails or a software error pops up. These visual proofs can be stored along with the ticket notes, giving you a richer data set. They also help your training programs, since new agents can watch session replays to learn common troubleshooting steps.
Beyond resolving issues in the moment, remote visual support software helps your organization level up training initiatives. You can host sessions where experienced technicians show newcomers how to handle real-world scenarios. This is especially relevant in high-risk industries, where hands-on guidance reduces mistakes. According to a study by Deloitte on augmented reality, AR-enabled training can boost knowledge retention by up to 75%.
Ultimately, your success rests on customer satisfaction. If your customers don’t feel heard or helped, they might not stick around. Remote visual support transforms the traditional support experience into something more personal and engaging.
Remember the days of phone tag or back-and-forth messaging that lasted for hours (or even days)? With remote video sessions, you see the problem immediately and fix it in a fraction of the time. That’s a huge win not only for your customers’ convenience but also for your capacity to handle more tickets.
Visual communication removes 90% of the guesswork. Instead of describing how to set up a device or configure a software step verbally, you actually show it. This clarity seriously cuts down on frustration, which boosts your Net Promoter Score (NPS) and encourages positive feedback. If you’d like to explore how to roll out a comprehensive program that includes these features, see implementing remote visual support.
One of the awesome parts of Genesys is its ability to maintain a record of each customer interaction across channels. Add video sessions into that mix, and you have an even richer picture of each customer’s journey. If your agents pick up a follow-up call, they can see what was done during the previous video session and tailor their approach accordingly.
Many Genesys partners and admins keep a close watch on industry trends. Remote visual support is one of those innovations that’s quickly becoming standard. Researchers from Kiber Tech highlight how remote visual support not only improves customer experience but also drives growth by reducing operating costs.
Sustainability has become a core business objective across nearly every industry. By minimizing the need to travel or dispatch field technicians, you cut emissions and reduce your carbon footprint. As a result, your remote visual support helps to align with Corporate Social Responsibility (CSR) objectives.
Modern customers expect seamless, tech-forward support. If you’re not offering video or AR-based help, you risk falling behind. Integrating a tool like Blitzz into Genesys is a surefire way to stay on par with competitors—or even surpass them—and prove that your organization is ready to embrace forward-thinking customer engagement methods.
One of the major advantages of remote visual support software like Blitzz is how easily it scales. As your Genesys environment expands—whether that’s more agents, more channels, or more partner integrations—a remote visual component can follow suit without complicated reconfigurations.
Because everything happens online, you can extend support globally. Agents can log in from anywhere, connect to a user 5,000 miles away, and see exactly what’s happening on-site. This global reach is vital for Genesys integration partners looking to serve clients worldwide.
Remote visual support has applications in retail, manufacturing, automotive, healthcare, and beyond. If you need help brainstorming new ways to implement video or AR in your work, explore remote visual support solutions to see how others adapt this technology to various use cases. In many industries, quick troubleshooting is the difference between a minor hiccup and a major meltdown.
If you’ve made it this far, you might be wondering exactly how to start. Below is a simple checklist you can follow right now to supercharge your Genesys environment with Blitzz.
Need proof of how effective remote visual support can be? According to research compiled by Zendesk on remote support software, companies that embrace easy-to-use video and co-browsing capabilities often see better employee productivity, more customers served per hour, and higher satisfaction scores. Specifically, Splashtop allows up to two agents to communicate with users in a single session, while solutions like Recursive Labs support co-browsing without requiring any extra software downloads on the customer’s end.
Blitzz itself has helped a global construction firm save hundreds of hours on inspections by shifting QA checks online, according to Blitzz. Meanwhile, a large auto manufacturer used Blitzz for roadside assistance, helping stranded motorists get back on the road quicker by diagnosing issues via live video. That’s the power of merging real-time visuals with a robust contact center platform—no waiting for appointments, minimal confusion, and near-instant clarity.
By integrating remote visual support software into Genesys, you’re not just adopting another tech tool—you’re transforming how you deliver service. With every video session, you’re building trust, demonstrating empathy, and streamlining tasks that once took too long. This approach aligns perfectly with what Genesys Cloud stands for: unified solutions that prioritize the customer’s experience at every stage.
Now that you see the possibilities, it’s time to make remote visual support part of your standard operating procedure. If you’re frustrated by repeated phone calls or unclear email exchanges, it’s worth testing a visual approach. And if you’ve already started down this path but want advanced features like AR measurements, real-time collaboration, and snapshot capturing, Blitzz plus Genesys is the perfect pair to get you there.
When you’re ready to elevate your customer support game, combining Blitzz and Genesys is a powerful move. You’ll give your team deeper insight into each issue, speed up resolutions, and satisfy today’s fast-paced consumer expectations. From co-browsing to AR annotations, there’s a feature that can solve nearly every support challenge you face.
By harnessing remote visual support software now, you’re laying the foundation for a versatile customer experience strategy that will serve you well for years to come. With Blitzz + Genesys, you can cut resolution times, boost agent satisfaction, and delight customers worldwide—all from one powerful, integrated platform. And that is how future-ready support takes shape in your contact center.