The Digital Nirvana Customer Satisfaction Program

By Vishnu Beri, Co-founder & COO, Digital Nirvana

Here at Digital Nirvana, our first priority is to offer world-class customer service and support, which is why we’ve launched a new customer satisfaction program.

Our customer satisfaction program is designed to give our clients a voice, and allows us to gain valuable feedback about which services are delighting customers, what new technologies they would like to see developed, and any areas that we can improve on. We’ve recently created several new technologies as a direct result of customer feedback, such as the new features of MonitorIQ Version 3.2 and the launch of our multiple language media analysis service, and look forward to developing more new technologies based upon the customer input we receive with this program

The program will measure customers satisfaction after the sale as well as post-installation, and will measure ongoing satisfaction with service and support, invoicing, billing and product enhancements. We’re creating disciplined, proactive response processes that effectively escalate and resolve customer issues in a timely and effective manner.As we invest in our support personnel, training, technology and support infrastructure, we plan to measure customer satisfaction at every stage of a customer’s lifecycle with Digital Nirvana.Our customer satisfaction program is designed to give our clients a voice, and allows us to gain valuable feedback about which services are delighting customers, what new technologies they would like to see developed, and any areas that we can improve on. We’ve recently created several new technologies as a direct result of customer feedback, such as the new features of MonitorIQ Version 3.2 and the launch of our multiple language media analysis service, and look forward to developing more new technologies based upon the customer input we receive with this program

Digital Nirvana is dedicated to offering high quality support that surpasses the industry standard.To our customers, we encourage you to give us your feedback when you receive our survey invitation. Your opinions matter to us, and your input will help us to serve you better.

 

Last month, the Digital Nirvana team attended the 5th International Association for Measurement and Evaluation of Communication (AMEC) Summit in Madrid, Spain from June 5-7. Digital Nirvana was a silver sponsor at the event. The AMEC event is one of its kind in its domain, and is attended by media monitors, PR and research firms, and direct brands from all across the globe. The Digital Nirvana team obtained a great deal of valuable insight by interacting with different industry professionals during the summit.

“The conference really gave us a chance to connect with potential customers and discuss our management solutions,” said Vinay Kumar, head of service delivery for Digital Nirvana. “The networking sessions, workshops, and panel discussions really helped us to better understand the pain points that media monitoring companies experience. And it helped us clearly see what types of services are needed to address those challenges.”

We introduced new services and technologies at the AMEC Summit, including a Multilanguage Media Analysis service, which was developed in response to customer demand. After getting feedback from many companies that expressed the need for media analysis capabilities in multiple languages, we expanded our service to be available in not only English, but also in French, German, Spanish, Portuguese, Arabic and all Indian languages.

“During the conference, we could also see that while smaller and medium sized media monitoring organizations can easily acquire print, online and social media content, we realized that a pain point for them was being able to acquire broadcast content,” Vinay explained. “Many smaller media enterprises have shied away from providing broadcast content services because they have a difficult time doing so, and as a result, they lose customers. Digital Nirvana is well positioned to provide globalbroadcast content acquisition to these companies in a cost-effective way, allowing them to maintain their customer relationships and meet their clients’ needs.”

At AMEC, the Digital Nirvana AnyStreamIQTM live stream monitoring solution made its European debut. We also featured our flagship product, the MonitorIQTM broadcast monitoring system, as well as the MediaProTM content repurposing system, and the Repeat Audio Detection (RAD) system for song and ad tracking.

“The Digital Nirvana team learned so much from participating at the AMEC Summit. Attending the conference solidified our goal to quickly move forward with launching global services that can benefit so many media monitoring companies,” said Vinay. “The main idea we got from our experience at the summit was to focus on creating simple, meaningful solutions that produce an outcome for our customers without making it complicated – which is exactly what we plan to continue doing moving forward.”

Earlier this year at the NAB Show, we introduced the newest version of our MonitorIQ broadcast monitoring solution. New features of MonitorIQ 3.2 include Program Guide Extraction, Hybrid Appliance, Web Captioning and MonitorIQ Infrastructure Self-Check.  Below you’ll find a video of our COO, Vishnu Beri, discussing these new features.

 

 

By Hiren Hindocha, President and CEO, Digital Nirvana

Today in the media industry, there is a lot of buzz surrounding 4K, the cloud, and streaming technologies. There’s a demand for “TV Anywhere and Content Everywhere.” Consumers want access to high-quality content on all of their devices, and content owners are scrambling to provide this for them.

While media consumption has changed rapidly over the past few years, streaming media has particularly accelerated thanks to broadband’s increased penetration and the faster bandwidth speeds it enables. Companies like Netflix, Google, Amazon, Redbox, Hulu have capitalized on the availability and speed of broadband delivery. And content owners (whether broadcast or print) are all video producers. Every major market TV station is live streaming or on the verge of live streaming its content. Some even stream live 24×7.

In addition to the traditional broadcasters, print publications such as the Wall Street Journal, have moved to video streaming – producing video and publishing it on the Web. The distinction between print and broadcast in the online space is quickly deteriorating.

What of the future for the much-discussed mobile TV? In my opinion, mobile TV is dead or at least terminal. By mobile TV, I refer to the ability to receive broadcast signals on a device like phone and tablets using a mobile DTV receiver that’s either plugged into the device or is embedded within the device. For the widespread adoption of mobile TV, the receiver needs to be embedded into phones and tablets. And the industry is just not there yet.

In the U.S., telecommunications’ technologies are dictated by the large carriers.  There is no advantage to the telcos to embed these chips. Instead they would rather promote streaming that consumes bandwidth, which they can monetize.

Streaming currently represents the brightest future for media delivery. Not only does it allow providers to reach their audience, it also presents a way for them to gather rich data about their audience and their content (viewership details, etc.) In this context, the monitoring of streamed programming becomes important in terms of complying with FCC regulations, advertising verification, and checking the streaming quality.

This past April, Digital Nirvana was first to introduce its new product, AnyStreamIQ, at the NAB convention.  AnyStreamIQ records live streams, extracts the closed captions, and provides alerts on the loss of captions, audio and video. As a cloud-based solution, there’s no need to install hardware or software. All that’s required is a web browser.

While we expected a strong reaction to AnyStreamIQ from local stations that stream live and need a service like AnyStreamIQ to log streams and ensure compliance with FCC regulations, we were more surprised by the response from content distributors that stream video online. Think of them as “cable providers” for the Internet or content aggregators for the Web.

Until now, there hasn’t been any product available that enables content distributors to monitor their “online channels.”  One NAB attendee mentioned a Network Operating Center where teams of operators with iPads monitor the streams manually and report on discrepancies.  AnyStreamIQ automates that process, removing the possibility of human error from something so critical to a station’s bottom-line.

This article appeared in the July issue of InBroadcast magazine. To view the article, please click here.