About Modus Research

Modus Research is a Canadian provider of B2B market research. With decades of experience, the firm specializes in reaching business stakeholders through custom-designed methodologies that blend scientific rigor with practical insight. The Modus team conducts high-impact research for major corporations, governments, and associations using tools like business panels, stakeholder studies, and tracking surveys.

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The First Challenge: IVR & CATI Integration Issues

Modus Research had been using Voxco Online for many years and was very satisfied with the features and support. However, when it came to conducting high-volume Interactive Voice Response (IVR) surveys, the team relied on their own in-house software along with multiple external call centers.

This setup led to several operational challenges:

• The answering machine detection system in their software was flawed and slow, increasing connect time and lowering productivity.
• There was no real-time linkage between the IVR and CATI systems; data had to be manually transferred between platforms.
• As a result, real-time tracking of project progress was difficult, and research analysis was delayed by manual data handling.

“IVR is a volume game and detecting answering machines is critical. Modus also needed a reliable CATI platform that seamlessly linked with IVR.”

— Terry Rawlings, Chief Operating Officer, Modus Research

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The Solution: A Fully Integrated System

Voxco offered an integrated IVR, CATI, and Online solution that replaced the patchwork system previously in place. The benefits included:

• Best-in-class answering machine detection to reduce connect times
• Real-time access to IVR results for tracking and analysis
• Seamless integration across IVR, CATI, and online platforms, eliminating manual data transfers
• Scalable usage-based licensing to adapt to project demands

“Voxco’s CATI system is extremely robust and anyone can learn it in half an hour. Plus, Voxco’s support team programs every little detail for you, so you can just focus on what matters—research.”

— Terry Rawlings, Modus Research

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The Second Challenge: Replacing an Outdated Panel System

In addition to upgrading its IVR/CATI system, Modus needed to replace its internal panel platform, which was outdated and lacked many essential features. The new system needed to:

• Seamlessly link with both the CATI and Online survey platforms
• Drive a panel member portal
• Allow survey data to update the panel database directly

Without such integration, managing research and respondent engagement required manual workarounds that limited scalability and delayed outcomes.

“Our requirements were challenging but Voxco was up to the task.”

— Terry Rawlings, Modus Research

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The Solution: Voxco Panel 

Voxco panel offered the feature depth and flexibility Modus needed:

• Direct links between the panel database and IVR/CATI and online platforms
• Ability to update panel records based on survey responses
• A custom-built panel portal developed in collaboration with Voxco
• Migration of legacy data and implementation of new functionality

“Voxco panel is a hidden gem! It is feature-rich and covers virtually all our needs. The result is a fully integrated end-to-end system with minimal manual intervention.”

— Terry Rawlings, Modus Research

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The Result

With Voxco’s integrated survey platform, Modus Research saw measurable gains in both speed and efficiency:

• Reduced connect times thanks to improved answering machine detection
• Real-time monitoring across panel, IVR, CATI, and online survey data on a unified dashboard
• Increased productivity with minimal downtime
• End-to-end automation from data collection to analysis

“IVR is a volume game. Every second counts. The answer machine detection and excellent automation report creation tools helped us decrease connect time by multi-fold.”

“Voxco CATI system is very robust with almost 0 downtime.”

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More Than Software: A True Research Partner

“If we ever need a key element or feature added, I contact the team and they get it done.  The integrated multi-channel survey software and the expert responsive support team is a huge plus.”

— Terry Rawlings, Modus Research

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With a fully integrated platform and a support team that acts as a true partner, Modus Research has streamlined its operations and elevated the impact of its B2B studies.

Looking to scale your research with greater speed and confidence? Connect with us to see how Voxco can help.

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