AT&T acquires parts of phone-monitoring company Carrier IQ

Posted on 31/12/2015 by Jessica Conditt

Carrier IQ came under scrutiny in 2011 as the public learned about its practices of capturing the user data on more than 140 million mobile devices. The company logged where and when people made calls or sent text messages, which apps they used, how...

HTC settles with the FTC over claims of insecurities in logging software

Posted on 22/02/2013 by Jon Fingas

Much of the firestorm surrounding remote phone diagnostics in late 2011 ultimately enveloped Carrier IQ and the providers that used it, but HTC was also scorched by accusations that its phones' software flaws (including in HTC Loggers) made privacy breaches possible. The FTC went so far as to level charges against the company for allegedly not doing enough to secure software. That saga may be winding to a close now that HTC's American division has agreed to settle the whole affair. The smartphone designer has to do more than just deliver patches, which it already has -- it's now required to run a "comprehensive" security program to weed out flaws in advance, and it will be the subject of outside assessments every other year for the next 20 years. As tough as those conditions may seem, they're easier than dealing with fines or stiffer penalties. They'll hopefully prevent repeats of any privacy scares as well, even if the real-world risk has been slight.

Filed under: Cellphones, Mobile, HTC

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Via: The Verge

Source: FTC

Carrier IQ gives its remote smartphone diagnosing tool a global release

Posted on 20/02/2013 by Alexis Santos

Carrier IQ has let customer service reps diagnose smartphones from afar with its IQ Care software for a while, but now the solution has been given a worldwide release. By wielding IQ Care (and asking a phone owner's permission, we're assured), technicians can see device-specific stats such as a battery's drain rate, percentage of app failures, frequency of dropped calls and more. The outfit hopes that its software will make support calls shorter and ensure that fewer fully-functioning devices aren't misdiagnosed and returned needlessly. As of now, however, there isn't any word on which networks or hardware manufacturers will join the metric-hungry flock.

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Carrier iQ Reinvents Customer Care with iQ Care[TM]

Leading Mobile Intelligence Provider Brings Proven Device-Centric Big Data Customer Care Solution to the Global Telecommunications Market

Mobile World Congress 2013
MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)-- Carrier iQ, a pioneer in mobile intelligence, today announced the worldwide availability of its iQ Care[TM] device-side care solution designed to reduce customer care costs, increase subscriber satisfaction, and reduce churn.

With the market for connected mobile devices accelerating, and smartphones and tablets continuing their market penetration, support costs are sharply increasing, fueled by a combination of factors, including uncertified applications, new interfaces, complexity of devices, fragmentation of operating systems, and the frequency of updates.

Mobile operators typically have access to a wealth of data from their networks and some user-generated information, but they have little insight on what is happening on the device itself. Only device-sourced metrics can give operators a true representation of the performance of a device to help resolve device support issues and improve the consumer experience.

"To truly create a differentiated experience across the customer lifecycle, mobile operators have to see the world from the customer's view - the mobile device," said Sheryl Kingstone, Yankee Group Research Director. "Operators are constantly striving to increase service quality and customer satisfaction to improve the overall customer experience. There is a great need to focus on improved care, particularly from the consumer's perspective."

iQ Care[TM] is a customer care solution aimed at reducing the duration of customer support calls, decreasing the number of no-fault-found device returns, and improving the consumer experience. Built upon Carrier iQ's unique, big data Mobile Service Intelligence Platform[TM] (MSIP), iQ Care[TM] utilizes iQ Agent[TM] on-device software to analyze relevant user experience metrics from the device. With explicit permission from the end user, and without tangible impact on battery drain rates, data plan usage or user experience, iQ Agent[TM] gathers system information on the performance and usage of the device and delivers this information to the MSIP. Device-sourced information and actionable insights are presented to the care agents, enabling them to diagnose and resolve the consumer's problem quickly and efficiently.

"iQ Care is a proven solution with the most recent deployment now handling eight million simultaneously reporting devices. We are charting a path forward for operators, device manufacturers and other service providers to leverage device-side insights, first for reactive care, then for proactive care and, ultimately, for self-care. This approach delivers a quick and substantial ROI while dramatically improving customer experience. iQ Care is another step in our vision to become the provider of choice for mobile intelligence to the smartphone industry and to the roaring growth of mobile-connected devices," said Larry Lenhart, CEO of Carrier iQ.

iQ Care[TM] provides mobile operators and mobile device manufacturers with:

Reduced handling time on support calls

Higher first call resolution (FCR) scores
Ability to dramatically reduce unnecessary device returns (no-fault-found returns)
Robust privacy features that can be seamlessly customized to comply with customer privacy policies and applicable legislations
Actionable big data analytics about the device, its operation, and actual consumer experience
Ability to measure a device by comparing its performance to millions of other devices

iQ Care[TM] will be showcased at Mobile World Congress[TM] in Barcelona, Spain, February 25- 28 at the Carrier iQ booth (5H34, Hall 5), as well as at Carrier iQ partner booths.

Filed under: Mobile

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Source: Carrier IQ

Refresh Roundup: week of September 17th, 2012

Posted on 24/09/2012 by Zachary Lutz

Your smartphone and / or tablet is just begging for an update. From time to time, these mobile devices are blessed with maintenance refreshes, bug fixes, custom ROMs and anything in between, and so many of them are floating around that it's easy for a sizable chunk to get lost in the mix. To make sure they don't escape without notice, we've gathered every possible update, hack, and other miscellaneous tomfoolery we could find during the last week and crammed them into one convenient roundup. If you find something available for your device, please give us a shout at tips at engadget dawt com and let us know. Enjoy!

Continue reading Refresh Roundup: week of September 17th, 2012

Filed under: Cellphones, Tablets, Software, Mobile

Refresh Roundup: week of September 17th, 2012 originally appeared on Engadget on Sun, 23 Sep 2012 20:42:00 EDT. Please see our terms for use of feeds.

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Carrier IQ hires former Verizon privacy counsel Magnolia Mobley as Chief Privacy Officer

Posted on 09/05/2012 by Michael Gorman

It's been several months since Carrier IQ explained its data collection practices and responded to FCC and Senatorial inquiry about its privacy policies. Despite the fact that it's no longer in the headlines, Carrier IQ's still intent on improving how it handles consumer info. That's why the firm has hired Magnolia Mobley away from Verizon (who eschewed Carrier IQ's services in favor of its own Remote Diagnostics tool), where she was Big Red's Chief Privacy Counsel. Ms. Mobely will be Carrier IQ's General Counsel and Chief Privacy Officer and she's expected to help the company focus on preserving consumer privacy. You can read up on her credentials further in the PR after the break.