Case Study: Agero achieves 24x7 reliable Visual IVR for roadside assistance with Cyara

Agero Helps Drivers in Distress with Visual IVR for Roadside Assistance

Agero is a market leader in software-enabled roadside assistance, serving 115 million drivers and handling more than 12 million requests annually through white-labeled solutions for automakers, insurers, and financial services. As it rolled out an omnichannel experience combining voice, SMS and a multi-modal visual IVR (so drivers can stay on a voice call while interacting with a web app to share plate, VIN, GPS and maps), Agero faced the critical challenge of ensuring that the end-to-end journey worked flawlessly for drivers stranded on the road.

To assure reliability, Agero implemented Cyara’s CX Assurance Platform—using Cyara Velocity to auto-generate and run comprehensive functional and regression tests and Cyara Pulse for continuous, 24x7 synthetic monitoring. The solution runs minute-by-minute voice checks across clouds and regions, round-robin client flow tests, and automated retests of failures, allowing Agero to detect undelivered texts, web outages or dropped calls and deliver confident, seamless omnichannel roadside assistance.

Agero

Robert Sullivan

Senior Director, Infrastructure Engineering & Technology Shared Services