| A | B |
|---|
| Collective intelligence | The ability of a group to exhibit a greater degree of intelligence by solving problems collaboratively compared to the intelligence of an individual member |
| Ajax | A programming methodology that uses a number of existing technologies together and enables Web applications to make incremental updates to the user interface without the need to reload the browser page |
| Wiki | A page or collection of Web pages that can be viewed and modified by anybody with a Web browser and access to the Internet |
| Folksonomy | The practice of categorizing online content through tags |
| Podcast | An audio or video digital-media file that is distributed through Web feeds to subscribed users |
| Semantic Web | An implementation by which Web data is contextualized with the addition of machine-readable metadata |
| Mashup | A Web page that integrates content and scripts from multiple Web sites to create new applications |
| Blog | A collection of personal thoughts posted on a public Web site |
| Unified communications (UC) | A business trend that seeks to simplify and integrate all forms of communication. |
| Convergence | The integration of telephony and data technologies |
| Voice over IP (VoIP) | A technology that converts voice into data packets for transmission over a packet-switched IP network |
| Call center | A centralized office used for the purpose of processing a large volume of requests by telephone |
| Contact center | A centralized office that allows consumers to contact agents via avenues other than by telephone |
| Presence | A status indicator that conveys a person's willingness and ability to engage in communications |
| Mobile computing | A person's ability to use technology in non-stationary positions and in transit |
