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市场调查报告书

云端型客服中心用基础设施 (CBCCI):市场分析 - 2018~2019年

2019 - 2020 Cloud-Based Contact Center Infrastructure Product and Market Report

出版商 DMG Consulting LLC 商品编码 250312
出版日期 内容资讯 英文
商品交期: 最快1-2个工作天内
价格
云端型客服中心用基础设施 (CBCCI):市场分析 - 2018~2019年 2019 - 2020 Cloud-Based Contact Center Infrastructure Product and Market Report
出版日期: 2019年12月11日内容资讯: 英文
简介

本报告提供云端型客服中心用基础设施 (CBCCI) 解决方案的市场调查,市场定义和概要,服务选择,核心零组件与机能、技术,市场规模趋势预测,主要的推动及阻碍市场要素,实行的最佳业务实践,供应商满意度分析,主要解决方案及供应商的简介,市场成长预测等汇整资料。

第1章 摘要整理

第2章 简介

第3章 分析方法

第4章 CBCCI (云端型客服中心用基础设施):功能概要

  • CBCCI核心零组件
  • 高等级功能:概要
  • 高等级技术:概要

第5章 供应商的服务提供模式

  • DMG的服务提供的定义
  • 供应商方面的服务提供选择

第6章 CBCCI市场趋势

第7章 CBCCI市场课题

第8章 CBCCI市场革新

  • 新的产品功能
  • 功能的改良

第9章 「这是相互的」:CBCCI、WFO双方的改良动向

  • WFO (人力资源优化)的定义
  • CBCCI供应商对于WFO领域的应对力

第10章 活用了人工智能 (AI)、机器学习 (ML)、分析功能的「智慧的工作方法」

  • 各供应商的AI、ML、自动化的应对力
  • 商业智慧 (BI) 分析功能与考察

第11章 活用了CBCCI,支援中小企业的成长与解决课题

  • 中小企业的通用课题与解决的办法
  • 事业案例的建立
  • 各供应商的中小企业导向产品/服务

第12章 CBCCI市场活动分析

  • CBCCI客户和座椅数

第13章 CBCCI解决方案的引进

第14章 CBCCI市场预测

第15章 CBCCI市场竞争环境

第16章 CBCCI的供应商与解决方案

  • 企业概要
  • 各供应商的服务、产品

第17章 CBCCI的各功能分析

  • ACD (自动接收呼分配)
  • CTI (电脑、语音通信、整合0)
  • IVR/IVA (自动语音应答/智慧型虚拟助手)
  • UC (整合通讯)
  • CRM (顾客关系管理)
  • UI (用户界面)
  • 全通路用支援
  • 发信通话
  • 仪表板、报告、分析

第18章 CBCCI的技术性分析

  • 多用户功能
  • 整合
  • 安全
  • 业务永续营运性/灾害复原 (BC/DR)
  • 遵守管理

第19章 CBCCI解决方案的发展与管理

  • 供应商的服务部署:最佳业务实践
  • 服务水准契约 (SLA)
  • 许可证管理

第20章 CBCCI供应商的满意度分析

  • 分析结果的概要与分析:供应商的各类别
    • 供应商的满意度:各领域、各用户
  • 分析结果的概要与分析:产品的各类别
    • 产品的满意度:各领域、各用户
  • 客户的背景情况与考察
    • 使用中的供应商、应用
    • 对应的流通管道
    • 主要的购买促进因素
    • 客户体验的改善工程
    • CBCCI解决方案的优势
    • 产品改良
    • 追加的评论

第21章 价格趋势

  • 价格结构
  • CBCCI解决方案的费用:座位数50席的情况
  • CBCCI解决方案的费用:座位数250席的情况
  • CBCCI解决方案的费用:座位数500席的情况

第22章 企业分析

  • 8x8, Inc.
  • Cisco Systems
  • Content Guru
  • Five9, Inc.
  • Genesys
  • NewVoiceMedia
  • NICE inContact
  • Serenova
  • Sharpen Technologies
  • Twilio, Inc.

附录:供应商一览、联络处

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目录

The 12th annual edition of DMG Consulting's Cloud-Based Contact Center Infrastructure Product and Market Report provides the most thorough, authoritative analysis of this explosive market. The Report examines the competitive landscape as well as the business, market and technology trends and drivers that are shaping the cloud-based contact center infrastructure (CBCCI) sector. The 2019 - 2020 edition analyzes the servicing, business and management trends and innovations that are transforming the way enterprises are interacting with customers, prospects and employees. It provides detailed information about the offerings, as well as market share, projections, adoption rates, benefits, return on investment (ROI), pricing, and implementation best practices.

The cloud has become the preferred delivery model for contact center solutions. Companies large and small are taking advantage of the market-changing innovation and automation that the cloud-based solutions provide. On-premise solutions will continue to be available, but a hybrid approach that combines cloud and on-premise applications is enabling companies to migrate gradually to the cloud.

Artificial intelligence (AI) and predictive analytics are profoundly impacting the CBCCI market. Smart analytics are positioning companies to be more proactive in meeting customers' needs. AI is evolving to become the “brain” of the service department, coordinating routing, workforce management (WFM), quality management (QM), and more. Rather than eliminating jobs for human agents, this technology is freeing up employees to take on more fulfilling and rewarding cognitive tasks.

Cloud-based solutions have reached functional parity with their on-premise counterparts. Now the CBCCI vendors are delivering innovations that are providing vastly improved user interfaces and experiences (UIs and UXs), agent desktops, enhanced routing capabilities, new key performance indicators (KPIs), and better analytics and reporting. The vendors are offering out-of-the-box interfaces and integrations to make it easier to integrate cloud-based solutions with all types of contact center applications. AI is being incorporated into the new generation of solutions as a foundational layer, through acquisitions, or via partnerships with vendors offering sophisticated AI capabilities.

The digital transformation is also driving growth and innovation in the CBCCI market. The CBCCI vendors, while late to the game, have started to push a “digital-first” agenda by delivering omni-channel solutions to address customer demands in an increasingly digital economy. Among the critical components of an omni-channel solution are a universal queue (UQ) that centralizes the handling of voice and digital channels. Other important features are robust UIs and cross-channel orchestration that allow customers to escalate their requests and pivot among channels without losing history or context.

The cloud-based solutions differ from one another in significant ways, and prospects must carefully evaluate the capabilities of each solution to be sure that they meet their organization's current and future business needs. The infrastructure needs to be fully redundant, scalable and flexible. The vendor must ensure uninterrupted service 99.999%+ of the time. It is also essential for the vendor to report performance for their entire environment at the customer level and not exclude “planned” downtime from their service level calculations.

The CBCCI market is performing very well and is expected to continue to pick up momentum. The growing demand for CBCCI solutions is attributable to the classic benefits of any cloud-based solution, as well as the innovations being delivered by the vendors who are striving to differentiate themselves. The number of CBCCI seats in the market grew by 20.1% between 2017 and 2018, and as of July 31, 2019, DMG Consulting estimates that there were 3,257,832 cloud-based contact center infrastructure seats worldwide. The number of competitors continues to grow, with more value-added resellers (VARs) entering the market. DMG anticipates mergers and acquisitions in this sector and between contact center IT sectors over the next 3 years, as there are too many competitors vying for customers. DMG expects CBCCI market leaders to emerge in the next few years, based on their ability to envision change and execute it with innovative new capabilities; deliver an open architecture that enables easy integration; provide outstanding system reliability and performance; and make it easy for customers to conduct business with them.

The nine vendors who fully met DMG's participation criteria and are analyzed in detail in this edition of the Cloud-Based Contact Center Infrastructure Product and Market Report are: 8x8, Cisco, Content Guru, Five9, Genesys, NICE inContact, Serenova, Sharpen and Twilio. Vonage, who acquired NewVoiceMedia in November 2018, is covered at a high level, and DMG reviewed many other vendors who may be included in future editions of this analysis. (For the past 10 years, NewVoiceMedia had been a full participant in DMG's Cloud-Based Contact Center Infrastructure Product and Market Report.).

Key Reasons to Buy this Report:

  • Overview of the core functional components of cloud-based contact center infrastructure solutions for 2020 and beyond
  • Market and business trends and challenges that are driving enterprise investments and influencing the direction of vendor research and development (R&D)
  • Cloud-based contact center infrastructure market innovation, including a review of recently introduced capabilities, and functionality that is planned to be introduced in the next 12 - 18 months
  • The top digital transformation initiatives for contact centers, including how the CBCCI vendors have enhanced their solutions to assist organizations with their digital transformation and what technologies are being leveraged to support artificial intelligence (AI)-enabled capabilities
  • The emergence of the hybrid workforce, its impact on the role of the agent, and implications for other employees in the contact center
  • Insightful look at how AI-enabled workforce optimization (WFO) is required to support the interaction centers of the future and how the CBCCI vendors are meeting this need
  • Review and assessment of the cloud-based contact center infrastructure competitive landscape
  • Cloud-based contact center infrastructure market activity and market share analysis, adoption rate, and 5-year projections
  • Analysis of the key functional and technical capabilities of the 9 featured cloud-based contact center infrastructure solutions
  • Implementation analysis, including a decision framework to assist prospects in determining if it's time to move to the cloud or upgrade their existing CBCCI solution
  • Overview of the 10 CBCCI vendors covered in this year's Report, including company snapshots, vendor go-to-market strategies and product overviews, and core and optional components
  • Customer satisfaction survey results that measure and rank the vendors across 12 vendor categories, 10 product capabilities, 10 product features and 10 WFO modules/applications
  • Vendor pricing structure and a breakdown of one-time and ongoing costs for a 250-seat CBCCI implementation for the 10 solutions covered in this Report
  • Detailed company reports for the 10 CBCCI solutions, analyzing their products, functionality and future R&D plans
  • Cloud-Based Contact Center Infrastructure Vendor Directory

Report Highlights:

  • The cloud-based delivery model is the future of contact center solutions: CBCCI offerings have reached functional parity with on-premise solutions. Although there is still a place in the market for on-premise solutions, most companies are migrating contact center applications to the cloud, some selecting a hybrid approach that utilizes both cloud-based and on-premise applications.
  • AI-based functionality and predictive analytics are profoundly impacting CBCCI solutions: AI and predictive analytics are changing the dynamics of CBCCI solutions, which are becoming more proactive and attuned to customers' service needs. AI is going to evolve into an overarching role for the many applications that comprise contact centers.
  • The digital transformation is driving growth and innovation in the CBCCI sector: CBCCI solutions are providing enhanced UIs/UXs and cross-channel functionality to address the proliferation of digital interactions. Omni-channel service is becoming the norm, and the vendors are responding by ramping up their support of digital channels, including acquisition of best-of-breed digital platform providers.
  • The CBCCI market is performing well and continuing to pick up momentum: Sales of CBCCI solutions are coming from replacements of on-premise solutions, switching from one CBCCI provider to another, and small and mid-size enterprises (SMEs) purchasing their first contact center systems. Growing demand is being driven by the classic CBCCI benefits as well as innovation being delivered by the vendors who are striving to differentiate themselves in a crowded market.

SAMPLE FIGURE

Table of Contents

1. Executive Summary

2. Introduction

3. DMG Consulting Research Methodology

  • 3.1. Report Participation Criteria

4. Cloud-Based Contact Center Infrastructure Functional Overview

  • 4.1. Cloud-Based Contact Center Infrastructure Functional Components

5. Cloud-Based Contact Center Infrastructure Market Trends

6. Cloud-Based Contact Center Infrastructure Market Challenges

7. CBCCI Market Innovation

  • 7.1. New Product Features
  • 7.2. Future Enhancements

8. Digital Transformation Initiatives for Contact Centers

9. The Changing Workforce

10. AI-Enabled WFO: Interaction Centers of the Future

  • 10.1. Recording
  • 10.2. Quality Management
  • 10.3. Analytics-Enabled Quality Management
  • 10.4. Gamification
  • 10.5. Contact Center Performance Management
  • 10.6. Surveying/VoC
  • 10.7. Workforce Management
  • 10.8. Knowledge Management
  • 10.9. Interaction (Speech and Text) Analytics
  • 10.10. Desktop Analytics
  • 10.11. Customer Journey Analytics
  • 10.12. Predictive Analytics
  • 10.13. Robotic Process Automation
  • 10.13.1. RPA Building Blocks
  • 10.13.2. Attended and Unattended Automation

11. Cloud-Based Contact Center Infrastructure Market Activity Analysis

12. Adoption of Cloud-Based Contact Center Infrastructure Solutions

13. Cloud-Based Contact Center Infrastructure Market Projections

14. Cloud-Based Contact Center Infrastructure Competitive Landscape

  • 14.1. Company Snapshots

15. Cloud-Based Contact Center Infrastructure Core Functionality: ACD, CTI, IVR/IVA, Dialing

16. CBCCI Functional Analysis

  • 16.1. High-Level Functional Summary
  • 16.2. CRM
  • 16.3. User Interface
  • 16.4. Dashboards, Reporting and Business Intelligence

17. CBCCI Technical Analysis

  • 17.1. High-Level Technical Summary
  • 17.2. Security
  • 17.3. Compliance Management

18. Implementing and Managing a CBCCI Solution

  • 18.1. Vendor Implementation Analysis
  • 18.2. CBCCI Decision Framework
  • 18.3. Service-Level Agreements
  • 18.4. Disaster Recovery/Business Continuity

19. Cloud-Based Contact Center Infrastructure Vendor Satisfaction Analysis

  • 19.1. Summary of Survey Findings and Analysis: Vendor Categories
    • 19.1.1. Vendor Satisfaction by Sub-Category and Customer
  • 19.2. Summary of Survey Findings and Analysis: Product Capabilities Satisfaction Categories
    • 19.2.1. Product Capabilities Satisfaction by Category and Customer
  • 19.3. Summary of Survey Findings and Analysis: Product Features
    • 19.3.1. Product Features Satisfaction by Sub-Category and Customer
  • 19.4. Summary of Survey Findings and Analysis: WFO Components
    • 19.4.1. Workforce Optimization Satisfaction by Category and Customer
  • 19.5. Customer Background and Insights
    • 19.5.1. Channels Supported
    • 19.5.2. Digital Transformation Support
    • 19.5.3. Engineering a Better Customer Experience
    • 19.5.4. Pain Points Being Addressed with CBCCI Solutions
    • 19.5.5. CBCCI Challenges
    • 19.5.6. Additional Comments

20. Pricing

  • 20.1. Pricing Structure
  • 20.2. Pricing for a 250-Seat CBCCI Solution

21. Company Reports

  • 21.1. 8x8, Inc.
  • 21.2. Cisco Systems
  • 21.3. Content Guru
  • 21.4. Five9
  • 21.5. Genesys
  • 21.6. NICE inContact
  • 21.7. Serenova
  • 21.8. Sharpen Technologies
  • 21.9. Twilio, Inc.
  • 21.10. Vonage Holdings Corp.

Appendix: Cloud-Based Contact Center Infrastructure Vendor Directory

TABLE OF FIGURES

  • Figure 1: Cloud-Based Contact Center Infrastructure Solutions
  • Figure 2: CBCCI Functional Components Summary
  • Figure 3: Cloud-Based Contact Center Infrastructure Market Trends for 2019
  • Figure 4: Cloud-Based Contact Center Infrastructure Market Challenges for 2019
  • Figure 5: New Product Features, by Vendor
  • Figure 6: Future Enhancements, by Category
  • Figure 7.1: Digital Transformation and AI
  • Figure 7.2: Digital Transformation and AI
  • Figure 8: The Hybrid Workforce
  • Figure 9: Characteristics of Contact Centers in 10 - 15 Years
  • Figure 10: Top Applications of AI Technology
  • Figure 11.1: Recording
  • Figure 11.2: Recording
  • Figure 12.1: Quality Management (QM)
  • Figure 12.2: Quality Management (QM)
  • Figure 13: How AQM Works
  • Figure 14.1: Analytics-Enabled Quality Management (AQM)
  • Figure 14.2: Analytics-Enabled Quality Management (AQM)
  • Figure 15.1: Gamification
  • Figure 15.2: Gamification
  • Figure 16: Contact Center Performance Management/Business Intelligence Portal
  • Figure 17.1: CCPM
  • Figure 17.2: CCPM
  • Figure 18.1: Surveying/VoC
  • Figure 18.2: Surveying/VoC
  • Figure 19: Enterprise WFM Suite Components
  • Figure 20.1: Workforce Management
  • Figure 20.2: Workforce Management
  • Figure 21.1: Knowledge Management
  • Figure 21.2: Knowledge Management
  • Figure 22: How Interaction Analytics Works
  • Figure 23.1: Interaction Analytics
  • Figure 23.2: Interaction Analytics
  • Figure 24: Desktop Analytics Defined
  • Figure 25.1: Desktop Analytics
  • Figure 25.2: Desktop Analytics
  • Figure 26: CJA Defined 129
  • Figure 27.1: Customer Journey Analytics
  • Figure 27.2: Customer Journey Analytics
  • Figure 28.1: Predictive Analytics
  • Figure 28.2: Predictive Analytics
  • Figure 29: RPA Building Blocks
  • Figure 30: Attended vs. Unattended Automation
  • Figure 31.1: Attended and Unattended RPA
  • Figure 31.2: Attended and Unattended RPA
  • Figure 32: 2018 Cloud-Based Contact Center Infrastructure Customers and Seats, as of July 2019
  • Figure 33: 2018 Cloud-Based Contact Center Infrastructure Market Activity, as of July 2019
  • Figure 34: Cloud-Based Contact Center Infrastructure Market Share, by Seats, as of July 2019
  • Figure 35: Cloud-Based Contact Center Infrastructure Market Share, by Customers, as of July 2019
  • Figure 36: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 37: Cloud-Based Contact Center Infrastructure Market Activity by Number of Seats, 2018 vs. 2017 Comparison
  • Figure 38: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 39: Cloud-Based Contact Center Infrastructure Market Activity by Number of Customers, 2018 vs. 2017 Comparison
  • Figure 40: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 - 2018
  • Figure 41: Cloud-Based Contact Center Infrastructure Seat Trend Analysis, 2009 - 2018
  • Figure 42: Cloud-Based Contact Center Infrastructure Seats, Growth and Adoption Rates, 2009 - 2018
  • Figure 43: Cloud-Based Contact Center Infrastructure Seat Projections, 2019 - 2023
  • Figure 44.1: Company Information
  • Figure 44.2: Company Information
  • Figure 45.1: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 45.2: Core Infrastructure Capabilities; ACD, CTI, IVR/IVA, Outbound
  • Figure 46.1: High-Level Functional Summary
  • Figure 46.2: High-Level Functional Summary
  • Figure 47.1: CRM
  • Figure 47.2: CRM
  • Figure 48.1: User Interface
  • Figure 48.2: User Interface
  • Figure 49.1: Dashboards, Reporting and Business Intelligence
  • Figure 49.2: Dashboards, Reporting and Business Intelligence
  • Figure 50.1: High-Level Technical Analysis
  • Figure 50.2: High-Level Technical Analysis
  • Figure 51.1: Security
  • Figure 51.2: Security
  • Figure 52.1: Compliance Management
  • Figure 52.2: Compliance Management
  • Figure 53.1: Implementation Analysis for a 250-Seat Contact Center
  • Figure 53.2: Implementation Analysis for a 250-Seat Contact Center
  • Figure 54.1: SLAs
  • Figure 54.2: SLAs
  • Figure 55.1: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 55.2: Data Center, Back-Up, Disaster Recovery (DR) and Business Continuity (BC)
  • Figure 56: Customer Survey Rating Categories
  • Figure 57: Vendor Average Satisfaction Ratings, by Category
  • Figure 58: Current Product Satisfaction Ratings, by Customer
  • Figure 59: Implementation Satisfaction Ratings, by Customer
  • Figure 60: Professional Services Satisfaction Ratings, by Customer
  • Figure 61: Training Satisfaction Ratings, by Customer
  • Figure 62: Ongoing Service and Support Satisfaction Ratings, by Customer
  • Figure 63: System Upgrades Satisfaction Ratings, by Customer
  • Figure 64: Innovation Satisfaction Ratings, by Customer
  • Figure 65: Ease of Doing Business with Vendor Satisfaction Ratings, by Customer
  • Figure 66: Responsiveness to Product Enhancement Requests Satisfaction Ratings, by Customer
  • Figure 67: Vendor Communication Satisfaction Ratings, by Customer
  • Figure 68: Product Pricing Satisfaction Ratings, by Customer
  • Figure 69: Overall Vendor Satisfaction Ratings, by Customer
  • Figure 70: Product Capabilities Satisfaction Ratings by Category
  • Figure 71: Omni-Channel Inbound Capabilities Satisfaction Ratings, by Customer
  • Figure 72: Outbound Dialing and Campaign Management Features and Functionality Satisfaction Ratings, by Customer
  • Figure 73: Advanced Routing and Queuing Features for Inbound Satisfaction Ratings, by Customer
  • Figure 74: IVR Features and Functionality Satisfaction Ratings, by Customer
  • Figure 75: Intelligent Virtual Agent (IVA) Features and Functionality Satisfaction Ratings, by Customer
  • Figure 76: CRM Features and Functionality Satisfaction Ratings, by Customer
  • Figure 77: Recording Features and Functionality Satisfaction Ratings, by Customer
  • Figure 78: Quality Management/Coaching Capabilities Satisfaction Ratings, by Customer
  • Figure 79: AI and Automation Capabilities Satisfaction Ratings, by Customer
  • Figure 80: Reports and Dashboards Satisfaction Ratings, by Customer
  • Figure 81: Product Features Satisfaction Ratings by Category
  • Figure 82: Agent Interface and Experience Satisfaction Ratings, by Customer
  • Figure 83: Supervisor Interface and Experience Satisfaction Ratings, by Customer
  • Figure 84: Administration Environment (Ease of Configuration/Use/Maintenance) Satisfaction Ratings, by Customer
  • Figure 85: Provisioning and License Management Satisfaction Ratings, by Customer
  • Figure 86: System Security Features Satisfaction Ratings, by Customer
  • Figure 87: Compliance Management Features Satisfaction Ratings,by Customer
  • Figure 88: System Scalability Satisfaction Ratings, by Customer
  • Figure 89: Platform Reliability (System Availability and Uptime) Satisfaction Ratings, by Customer
  • Figure 90: Business Continuity/Disaster Recovery Capabilities Satisfaction Ratings, by Customer
  • Figure 91: Ease of Integration with Third-Party Applications Satisfaction Ratings, by Customer
  • Figure 92: Workforce Optimization Satisfaction Ratings by Category
  • Figure 93: Surveying/VoC Satisfaction Ratings, by Customer
  • Figure 94: Knowledge Management Satisfaction Ratings, by Customer
  • Figure 95: Speech Analytics Satisfaction Ratings, by Customer
  • Figure 96: Voice Biometrics Satisfaction Ratings, by Customer
  • Figure 97: Text Analytics Satisfaction Ratings, by Customer
  • Figure 98: Desktop Analytics Satisfaction Ratings, by Customer
  • Figure 99: Predictive Analytics Satisfaction Ratings, by Customer
  • Figure 100: Customer Journey Analytics Satisfaction Ratings, by Customer
  • Figure 101: Gamification Satisfaction Ratings, by Customer
  • Figure 102: Robotic Process Automation (RPA) Satisfaction Ratings, by Customer
  • Figure 103: What channels do you use your cloud-based contact center infrastructure to support?
  • Figure 104: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps with your digital transformation?
  • Figure 105: What are the top 3 - 5 ways that your cloud-based contact center infrastructure solution helps you engineer a better customer experience?
  • Figure 106: What are the top 3 - 5 “pain points” you wanted to solve with your cloud-based contact center infrastructure solution?
  • Figure 107: Please tell us the top 3 - 5 challenges of your cloud-based contact center infrastructure solution.
  • Figure 108: Additional comments about your experience with the vendor and/or product.
  • Figure 109.1: Pricing Structure
  • Figure 109.2: Pricing Structure
  • Figure 110.1: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation
  • Figure 110.2: Pricing for a 250-Seat Cloud-Based Contact Center Infrastructure Implementation