Controversial Firm Carrier IQ Hopes to Allay Users' Privacy Concerns

Carrier IQ executives said they hope that customers are once again recognizing the value of the data that their company's software collects, after some operators disabled the software following a privacy uproar late last year.

The company's software sends information about a phone's performance to network operators, which use the data to learn more about performance issues.

"Some of our customers have been using this data for five years. It's deeply embedded in how they operate," said Andrew Coward, vice president of marketing and product management at Carrier IQ.

Coward claimed the company didn't lose any customers following last year's release of a research report that showed that its software was logging keystrokes, unbeknownst to end users.

He maintained that Carrier IQ's software isn't to blame. Rather, some implementations of the software "led to information being written into these files that never should have been," he said.

Operators have been pushing out firmware updates to correct any problems. According to Coward, Carrier IQ has also added a qualification step to ensure the software is implemented correctly and that no private data is left on devices.

This version of this story was originally published in Computerworld's print edition. It was adapted from an article that appeared earlier on Computerworld.com.

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