SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2014

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)       SEGMENT INFORMATION

The Company reports the following four segments:

• the CMS segment includes the customer experience delivery solutions which integrate innovative technology with highly-trained customer experience professionals to optimize the customer experience across all channels and all stages of the customer lifecycle from an onshore, offshore or work-from-home environment;
• the CGS segment provides technology-enabled sales and marketing solutions that support revenue generation across the customer lifecycle, including sales advisory, search engine optimization, digital demand generation, lead qualification, and acquisition sales, growth and retention services;
• the CTS segment includes operational and design consulting, systems integration, and cloud and on-premise managed services, the requirements needed to design, deliver and maintain best-in-class multichannel customer engagement platforms; and
• the CSS segment provides professional services in customer experience strategy, customer intelligence analytics, system and operational process optimization, and culture development and knowledge management.

The Company allocates to each segment its portion of corporate operating expenses. All intercompany transactions between the reported segments for the periods presented have been eliminated.

The following tables present certain financial data by segment (in thousands):

Year Ended December 31, 2014
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income from Operations
Customer Management Services		$	923,497	$	-	$	923,497	$	40,577	$	76,792
Customer Growth Services			115,434		-		115,434		6,048		7,255
Customer Technology Services			139,218		(36)		139,182		7,489		4,519
Customer Strategy Services			63,668		-		63,668		2,424		7,909
	Total	$	1,241,817	$	(36)	$	1,241,781	$	56,538	$	96,475
Year Ended December 31, 2013
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income from Operations
Customer Management Services		$	892,145	$	(1,262)	$	890,883	$	33,884	$	75,689
Customer Growth Services			100,996		-		100,996		4,127		3,024
Customer Technology Services			152,769		(284)		152,485		6,201		19,965
Customer Strategy Services			49,643		(850)		48,793		1,852		2,721
	Total	$	1,195,553	$	(2,396)	$	1,193,157	$	46,064	$	101,399
Year Ended December 31, 2012
			Gross Revenue		Intersegment Sales		Net Revenue		Depreciation & Amortization		Income from Operations
Customer Management Services		$	923,774	$	-	$	923,774	$	32,714	$	60,271
Customer Growth Services			100,846		(74)		100,772		3,904		2,258
Customer Technology Services			101,430		(4,582)		96,848		3,026		15,714
Customer Strategy Services			43,358		(1,771)		41,587		1,522		302
	Total	$	1,169,408	$	(6,427)	$	1,162,981	$	41,166	$	78,545

			As of and for the Year Ended December 31,
				2014		2013		2012
Capital Expenditures
	Customer Management Services			$	49,630	$	40,007	$	32,736
	Customer Growth Services				3,195		3,421		3,983
	Customer Technology Services				14,423		6,450		3,390
	Customer Strategy Services				393		486		544
		Total		$	67,641	$	50,364	$	40,653
Total Assets
	Customer Management Services			$	514,957	$	554,015	$	588,627
	Customer Growth Services				88,394		86,416		54,164
	Customer Technology Services				159,441		157,040		152,500
	Customer Strategy Services				89,683		44,871		56,339
		Total		$	852,475	$	842,342	$	851,630
Goodwill
	Customer Management Services			$	25,871	$	19,819	$	20,288
	Customer Growth Services				30,395		30,128		24,439
	Customer Technology Services				42,709		42,709		42,153
	Customer Strategy Services				29,730		10,087		11,361
		Total		$	128,705	$	102,743	$	98,241

The following tables present certain financial data based upon the geographic location where the services are provided (in thousands):

			As of and for the
			Year Ended December 31,
			2014		2013		2012
Revenue
United States		$	603,297	$	556,239	$	474,236
Philippines			348,339		354,942		334,541
Latin America			172,270		176,906		188,071
Europe / Middle East / Africa			83,944		72,644		111,304
Asia Pacific			28,294		18,489		17,652
Canada			5,637		13,937		37,177
	Total	$	1,241,781	$	1,193,157	$	1,162,981
Property, plant and equipment, gross
United States		$	382,508	$	337,311	$	311,904
Philippines			119,482		101,123		107,676
Latin America			67,193		75,618		70,915
Europe / Middle East / Africa			13,367		12,311		8,767
Asia Pacific			26,502		28,195		29,884
Canada			19,299		20,941		25,908
	Total	$	628,351	$	575,499	$	555,054
Other long-term assets
United States		$	27,728	$	34,891	$	35,978
Philippines			5,202		4,408		4,124
Latin America			1,456		5,299		4,696
Europe / Middle East / Africa			692		311		887
Asia Pacific			1,309		779		1,004
Canada			271		38		95
	Total	$	36,658	$	45,726	$	46,784