SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2016

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 system design consulting, customer experience technology product, implementation and integration consulting services, and management of clients’ cloud and on-premise solutions; and

· the CSS segment provides professional services in customer experience strategy and operations, insights, 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, 2016

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	924,654	$	(329)	$	924,325	$	48,770	$	50,541
Customer Growth Services		141,005		—		141,005		5,905		6,969
Customer Technology Services		141,865		(611)		141,254		10,645		933
Customer Strategy Services		68,674		—		68,674		3,355		(5,691)
Total	$	1,276,198	$	(940)	$	1,275,258	$	68,675	$	52,752

Year Ended December 31, 2015

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	913,272	$	—	$	913,272	$	44,633	$	58,018
Customer Growth Services		129,021		—		129,021		6,065		3,077
Customer Technology Services		157,838		(232)		157,606		9,775		13,339
Customer Strategy Services		86,856		—		86,856		3,335		15,746
Total	$	1,286,987	$	(232)	$	1,286,755	$	63,808	$	90,180

Year Ended December 31, 2014

							Depreciation
	Gross		Intersegment		Net		&		Income from
	Revenue		Sales		Revenue		Amortization		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

	For the Year Ended December 31,
	2016		2015		2014
Capital Expenditures
Customer Management Services	$	40,321	$	56,570	$	49,630
Customer Growth Services		4,185		4,681		3,195
Customer Technology Services		5,217		4,216		14,423
Customer Strategy Services		1,109		1,128		393
Total	$	50,832	$	66,595	$	67,641

	December 31,
	2016		2015		2014
Total Assets
Customer Management Services	$	585,679	$	525,470	$	528,705
Customer Growth Services		71,540		75,291		88,394
Customer Technology Services		115,537		146,480		145,693
Customer Strategy Services		73,548		96,086		89,683
Total	$	846,304	$	843,327	$	852,475
	December 31,
	2016		2015		2014
Goodwill
Customer Management Services	$	42,589	$	23,218	$	27,080
Customer Growth Services		24,439		24,439		30,395
Customer Technology Services		41,500		41,500		41,500
Customer Strategy Services		21,120		25,026		29,730
Total	$	129,648	$	114,183	$	128,705

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,
	2016		2015		2014
Revenue
United States	$	693,023	$	679,959	$	603,297
Philippines		351,853		343,013		348,339
Latin America		122,347		147,267		172,270
Europe / Middle East / Africa		65,866		78,182		83,944
Asia Pacific		28,219		32,554		28,294
Canada		13,950		5,780		5,637
Total	$	1,275,258	$	1,286,755	$	1,241,781
Property, plant and equipment, gross
United States	$	441,222	$	415,918	$	382,508
Philippines		133,214		140,712		119,482
Latin America		50,605		49,464		67,193
Europe / Middle East / Africa		8,805		14,567		13,367
Asia Pacific		23,484		23,181		26,502
Canada		19,988		16,239		19,299
Total	$	677,318	$	660,081	$	628,351
Other long-term assets
United States	$	36,442	$	34,007	$	27,728
Philippines		8,194		5,220		5,202
Latin America		1,161		1,161		1,456
Europe / Middle East / Africa		1,099		811		692
Asia Pacific		110		165		1,309
Canada		514		1,122		271
Total	$	47,520	$	42,486	$	36,658