Mountain View, CA, March 25, 2009 – Carrier IQ, the global leader in Mobile Service Intelligence solutions for wireless carriers and device vendors, today launched IQ Insight Experience Manager which adds to the Carrier IQ suite of analytics products and brings even greater visibility to the service experience of mobile device customers.

IQ Insight Experience Manager gives wireless carriers and mobile device manufacturers an unprecedented, objective view into what is actually happening on mobile subscribers’ devices – including quality of service, application usage and the related experience – as it occurs, at the point of delivery and use. 

“A rich understanding of the overall customer experience is increasingly viewed as the key differentiator in the mobile market. Experience Manager gives service providers, device vendors, and application and content developers the ability to offer compelling products and services that customers truly value based on a vast amount of objective data. Experience Manager can directly contribute to enriching the overall customer experience and thus the mobile companies’ success in this extremely competitive market,” said Mark Quinlivan, CEO of Carrier IQ.

“IQ Insight Experience Manager overcomes the drawbacks of traditional techniques of user testing such as focus groups, where sample size is small and the process is slow. Experience Manager takes customer experience profiling to an advanced level with multiple levels of granularity, from the entire population, to comparative groups, down to individual users– all at the touch of a button,” he continued.

IQ Insight Experience Manager uses data directly from the mobile device to give a precise view of how the services and the applications are being used, even if the phone is not communicating with the network.

The solution can be applied by Carrier IQ’s existing customers to their own deployed base of handsets which already have the company’s core technology embedded in the device, and it can also be applied to new devices as they are introduced.  In total, Carrier IQ’s core technology is already embedded on more than 35 million handsets globally.

Using Experience Manager, Carrier IQ conducted extensive trials over several months with multimedia devices across North America and Europe that included thousands of users across 40 operators. Some of the key findings of critical interest to different mobile market players are:
• Interest decreases in complex multimedia applications after as little as two days.  Thereafter, those applications had very little or no usage.
• Features that attracted the most extensive use throughout the trial period were Call History, Contacts, Camera, Internet Browser and Media player. 
• During phone calls, the top features that were used simultaneously included SMS, Camera, Bluetooth and Calendar.
• Only 15% of camera use resulted in sending an MMS.
• The majority of users listened to MP3 audio and viewed MPEG-4 video files during the evening.

With IQ Insight Experience Manager, mobile carriers, device vendors, application developers, and content providers can leverage current strengths, identify new opportunities, and even customize their offerings to enhance the overall customer experience.