April 2002
Transforming The Internet:
SIP's Effect On Multimedia-Enabled E-Commerce
BY BARRY ZIPP
The renaissance of the Internet age launched an entirely
new set of communication technologies and methods. As multiple
technologies evolve and interoperate, so do complementary standards, such
as those for multimedia applications. The advancement of multimedia
applications for the Web has resulted in a wave of new technologies to
enhance the Internet experience. From voice to video, the latest
developments have resulted in the requisite standards to allow for the
full maturation of the technology.
Voice over IP (VoIP) has gained acceptance within the last few years,
with older standards enabling the technology. As more advanced standards
mature and enhanced capabilities and features become available, the
adoption of VoIP has begun to take off. For example, H.323 is currently
the dominant standard for initiating a voice session. But, as more
multimedia services, such as unified messaging, video conferencing,
instant chat, and presence, gain acceptance in an IP environment, more
robust standards are needed. Hence, the creation of an HTTP-based protocol
� Session Initiation Protocol (SIP).
SIP�s main functions are signaling and call control for IP-based
communications. It defines the desired service for the user, such as
point-to-point calls, multipoint conferencing, text, voice, or video.
Using the protocol, SIP servers perform a routing service that puts the
caller in contact with the called party, taking into account the desired
service and user preferences. Because SIP has its foundation in HTTP, it
eases the integration of voice with other Web services.
The Benefits Of SIP
As the new voice-ready IP standard, SIP enables the initiation of an
interactive Internet experience involving multimedia elements such as
video, voice, chat, gaming, and virtual reality. The main advantages of
SIP for the VoIP market include enhanced scalability, easy implementation,
and dramatically reduced call setup time.
Another key benefit of SIP for VoIP is the easy integration with many
other IP services. Through SIP, service providers can easily add services
and applications for VoIP customers while minimizing interoperability
issues. SIP is flexible and extensible, easily supporting a wide array of
endpoint devices and configurations. More importantly, SIP runs over IP
networks, regardless of the underlying networking technology (e.g., ATM).
By taking advantage of the Internet, SIP technology provides new
service capabilities while supporting the use of key services from the
circuit-switched telephone network. IP-based communications can use SIP
Universal Resource Locators (URLs) for addressing, similar to the World
Wide Web, where the form of the URL resembles an e-mail address. The
support of both telephony and Web-type addressing enables IP communication
to seamlessly bridge a telephone network and the Internet. Users on either
network can reach any point on the PSTN or the Internet without giving up
the existing devices or advantages of either.
Enabling Multimedia E-Commerce With SIP
The emergence of SIP has opened up new doors of innovation, enabling the
next generation of e-commerce through the use of VoIP and multimedia
applications. The simplicity of SIP technology is facilitating the spread
of VoIP around the world. SIP�s straightforward approach has encouraged
developers of e-commerce applications and telecommunications providers to
implement it into their customer relationship management (CRM) systems.
Traditional voice call centers for customer support are migrating to
Web support centers where the focus is shifting from pure voice (800
numbers) to e-mail support, text chat, voice, and video with
click-to-connect service. The integration of these applications brings a
fresh dimension of communication to customer-facing Web sites. As
customers experience the benefit of multiple touch points, enterprises are
compelled to integrate these new communication methods into their CRM
systems. As the enabling protocol, SIP is well suited to bring these
capabilities to the user.
Because support for instant messaging and presence is built into the
SIP protocol, a whole new level of customer communications can take place.
Presence lets users know the availability of other parties, and when
coupled with instant messaging and conferencing, allows for communications
to happen in a spontaneous fashion. With these added functionalities, the
online consumer can experience a rich customer support environment.
Because SIP enables real-time voice and video to become viable
applications on many e-commerce Web sites, it enhances Internet call
center productivity. With the click of a mouse, a customer can talk to or
be in face-to-face contact with a service representative. This level of
customer service allows an immediate personal connection with customers
� one of the most critical aspects in CRM. The adoption of e-commerce
will be bolstered further as consumers begin to rely upon this type of
online customer service.
SIP-based communications can be achieved with any device, fixed or
mobile, such as laptops and Internet-ready phones. In addition, because
SIP supports name mapping and redirection services, it is possible for
users to initiate and receive communications and services from any
location, and for networks to identify users regardless of location. This
adds an additional level of usability from a CRM perspective. As
e-commerce spreads to cell phones and other handheld devices, this
functionality will increase in importance.
Looking Ahead
As future technologies are developed, SIP will continue to play a pivotal
role in the adoption of multimedia e-commerce. SIP�s simplicity, easy
integration, and extensive interoperability ensure its longevity as the
preferred multimedia platform.
In fact, SIP pundits speculate that it will pave the way for carriers
to roll out the innovative voice services only possible with IP. These
services most likely will include Web integration to simplify follow-me
services, call conferencing, and ways for users to speak with a live agent
just by clicking a Web site button.
While the road ahead looks clear, there are potential obstacles to the
wide-scale adoption of multimedia e-commerce. Users will need new or
upgraded equipment to take advantage of SIP technology. Incorporation of
SIP into operating systems and in pre-configured PCs will take some time.
Some movement is being seen in this area however, with Microsoft and a
number of the 3G wireless associations adopting SIP as the protocol of
choice.
With the help of SIP, VoIP e-commerce has the potential to change the
habits of users by enhancing the way they conduct business communication
and transactions over the Internet. As SIP facilitates and completes the
integration of communications on the Web, much innovation lies ahead.
Barry Zipp is senior director of Enhanced Voice Services at
WorldCom. WorldCom is a leading global communications provider, operating
in more than 65 countries with annualized revenues of more than $20
billion. WorldCom provides innovative technologies and services that are
the foundation for business in the 21st century. For more information
visit the company online at www.worldcom.com.
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