Glossary

Analytics and Business Intelligence (ABI) uses data collection, visualization, and reporting to support better business decisions.

An Automatic Call Distributor (ACD) routes incoming calls to the right agent or queue.

Artificial Intelligence (AI) is the ability of machines to perform tasks that typically require human intelligence.

Automatic Number Identification (ANI) identifies a caller’s phone number for billing, routing, and security.

Application Performance Monitoring and Observability (APM) helps teams track, analyze, and optimize application performance in real time.

Average Speed of Answer (ASA) is the average time callers wait before an agent answers.

An Analog Telephone Adapter (ATA) connects traditional phones to digital VoIP networks.

An aggregator is a platform that gathers and organizes data, content, or services from multiple providers.

Application Security Testing is the process of identifying and fixing vulnerabilities in software before deployment.

Audio & Video Conferencing enables real-time remote meetings using voice and video.

Border Gateway Protocol (BGP) directs internet traffic between networks using routing rules.

Bring Your Own Device (BYOD) lets employees use personal devices for work systems securely.

Bare Metal refers to a physical server dedicated to a single tenant, offering full control and uncompromised performance.

Bot Mitigation detects and blocks malicious automated traffic to protect applications and services.

Broadband is high-speed internet access delivered over fiber, cable, copper, wireless, or satellite to connect users and sites.

Broadband Aggregation combines multiple internet links to boost speed, stability, and performance.

Burst Rate is the short, temporary bandwidth or IOPS peak allowed above a committed rate or baseline.

A business application is software designed to support organizational processes, functions, and workflows.

A Cloud Access Security Broker (CASB) is a security tool that monitors and controls data access between users and cloud services.

A Content Delivery Network (CDN) is a system of distributed servers that deliver web content quickly and securely to users worldwide.

Call Detail Records (CDR) log call metadata like time, duration, parties, and usage details.

Customer Effort Score (CES) measures how easy it is for customers to resolve an issue.

Carrier-Grade NAT (CGNAT) enables ISPs to share a single public IP across many customers.

Committed Information Rate (CIR) is the minimum guaranteed bandwidth for a service, enforced by traffic policies.

Customer Relationship Management (CRM) is a system that helps businesses organize, track, and improve customer interactions.

CSAT (Customer Satisfaction) is a metric that measures how satisfied customers are with a product, service, or interaction.

Cybersecurity Mesh Architecture (CSMA) integrates security tools into a unified, adaptive protection framework.

Cloud Security Posture Management (CSPM) automates cloud risk detection and compliance monitoring.

Computer Telephony Integration (CTI) connects phone systems with computers for smarter call handling.

Carrier Ethernet is a high-speed, scalable networking service for enterprises and service providers.

Cellular Failover switches to a mobile network to keep connectivity when the primary link fails.

Cloud Connectivity is the secure, optimized set of paths that link users, sites, and systems to public and private cloud services.

Cloud Migration is the process of moving data, apps, or workloads from on-premises to the cloud.

Coaxial cable is a type of electrical cable designed to transmit high-frequency signals with low interference.

A cold spare is powered-off standby hardware kept on hand to replace failed components or systems during outages.

Collaboration tools are software and services that enable teams to communicate, coordinate, and co-create across locations and devices.

Colocation is a data center service that lets businesses house their own servers and equipment in a third-party facility.

Communications Platform as a Service (CPaaS) is a cloud platform that lets developers embed voice, SMS, chat, and video into apps using APIs and SDKs.

Compliance as a Service (CaaS) delivers ongoing regulatory adherence through the cloud.

CCaaS is a cloud-based contact center model that provides scalability, flexibility, and lower operational costs.

Container management is the set of tools and practices to build, deploy, secure, scale, and monitor containerized applications in production.

Conversational AI powers chatbots and voice assistants to simulate natural human interactions.

Conversations as a Service (CaaS) provides cloud tools for managing customer chats.

Cost-Efficiency is delivering required outcomes at the lowest total cost over time without sacrificing quality.

Dedicated Internet Access (DIA) is a private, high-performance internet connection reserved exclusively for one business.

Direct Inward Dialing (DID) assigns direct numbers to employees without separate phone lines.

DKIM (DomainKeys Identified Mail) is an email standard that cryptographically signs messages so recipients can verify your domain and message integrity.

Device Lifecycle Management (DLM) oversees deployment, use, and retirement of devices.

Data Loss Prevention (DLP) monitors and protects sensitive data from leaks or misuse.

DMARC is an email authentication policy that enforces SPF/DKIM alignment and reporting so receivers can block spoofed mail from your domain.

Dialed Number Identification Service (DNIS) identifies the number dialed by a caller.

DNS (Domain Name System) translates human-friendly domain names into IP addresses for reaching services.

DNS filtering blocks access to malicious or unwanted domains at the DNS level.

DOCSIS (Data Over Cable Service Interface Specification) is a standard that enables high-speed internet over existing coaxial cable networks.

Digital Subscriber Line (DSL) provides internet over traditional copper phone lines.

Dark Fiber refers to unused fiber-optic cables that organizations can lease or purchase for private network use.

A data dump is a large, often unstructured export of raw information.

Data Protection as a Service (DPaaS) offers cloud-based backup, recovery, and compliance data protection.

Data security compliance is meeting laws and standards for protecting data with controls, governance, and evidence.

Data Warehouse as a Service (DWaaS) provides cloud-based data storage and analytics for business insights.

Database-as-a-Service (DBaaS) delivers managed cloud databases without infrastructure.

DaaS delivers secure, cloud-hosted virtual desktops and apps on any device, managed centrally by IT.

Dim fiber is a managed wavelength service that delivers dedicated optical capacity—between dark fiber and fully lit carrier services.

Disaster Recovery as a Service (DRaaS) is a cloud-based solution that replicates and restores IT systems after outages or cyber incidents.

DAS uses multiple small antennas to improve wireless coverage and capacity inside buildings and large venues.

Enhanced 911 links emergency calls to the caller’s location for faster, accurate public safety response.

E-Line is a point-to-point Carrier Ethernet service that links two sites with dedicated Layer-2 connectivity.

An Early Termination Fee (ETF) is a charge for canceling a service contract before its agreed end date.

Edge computing processes data close to where it’s generated to cut latency, bandwidth use, and risk.

Endpoint Detection and Response (EDR) detects, investigates, and remediates endpoint threats in real time.

EPP is a security suite that prevents, detects, and blocks threats on endpoints like laptops and servers.

Endpoints are devices like laptops, phones, and servers that connect to networks.

Energy-as-a-Service (EaaS) delivers managed energy supply, efficiency, and sustainability.

ERP is software that unifies finance, operations, sales, and HR data in a single system.

An Ethernet Private Line (EPL) delivers secure, high-performance site-to-site connectivity.

Event correlation is the process of linking related events across diverse IT systems to uncover meaningful patterns.

Event Stamps are standardized timestamps, IDs, and context added to events for ordering, correlation, and auditability.

Extended Detection and Response (XDR) unifies telemetry and automates response across endpoints, identity, email, and cloud.

Fiber is glass cabling that carries data as light, delivering high-bandwidth, low-latency connectivity.

Field Support provides on-site technicians to install, repair, and maintain IT equipment across locations.

File systems use hierarchical files/folders; object storage keeps data as scalable objects with rich metadata.

Firewall as a Service (FWaaS) provides cloud-based network traffic filtering and security.

Fixed wireless delivers high-speed internet to a building using radio links instead of wired lines.

Fleet management coordinates vehicles, drivers, maintenance, and data to improve safety, cost, and uptime.

Fleet Telematics uses GPS and sensors to monitor and manage vehicle locations and performance.

Function as a Service (FaaS) runs event-driven code in the cloud without servers.

A Gigabit Passive Optical Network (GPON) is a fiber network delivering gigabit-speed broadband via shared optical lines.

A GRE tunnel is a virtual point-to-point link that encapsulates network traffic inside a GRE packet for transport over an IP network.

Global WAN Services connect international sites via managed networks with SLAs for performance, security, and uptime.

Unified Domain Blocking Service (GlobalBlock+) blocks malicious domains to prevent phishing and cyber threats.

HIPAA is a U.S. healthcare law that sets national standards for protecting patients’ health information.

HSIA provides fast, reliable internet connectivity for workplaces, venues, and remote sites.

A Help Desk is centralized IT support that logs, triages, and resolves user requests and incidents.

High Availability (HA) ensures continuous uptime and minimal downtime for critical systems.

Hosted PBX is a cloud phone system delivered and managed by a provider, replacing on-prem PBX hardware.

Identity Access Management (IAM) controls user access to systems and resources.

Inter-Carrier Interconnect (ICI) links telecom networks so they can exchange voice, messaging, and data securely and reliably.

Intrusion Detection Systems (IDS) monitors networks and hosts to detect malicious activity and policy violations.

Identity Governance and Administration (IGA) manages identity policies, compliance, and user lifecycle in IT systems.

Internet Protocol (IP) is the addressing and routing system that moves data packets between networks.