SEGMENT INFORMATION

6 Months Ended

Jun. 30, 2017

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):

Three Months Ended June 30, 2017

							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	269,056	$	—	$	269,056	$	13,146	$	14,075
Customer Growth Services		32,403		—		32,403		754		2,321
Customer Technology Services		34,829		(31)		34,798		1,793		3,819
Customer Strategy Services		17,172		—		17,172		565		1,374
Total	$	353,460	$	(31)	$	353,429	$	16,258	$	21,589

Three Months Ended June 30, 2016

							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	212,886	$	(79)	$	212,807	$	11,879	$	8,339
Customer Growth Services		36,893		—		36,893		1,639		3,482
Customer Technology Services		37,479		(129)		37,350		2,855		3,376
Customer Strategy Services		18,055		—		18,055		848		1,031
Total	$	305,313	$	(208)	$	305,105	$	17,221	$	16,228

Six Months Ended June 30, 2017

							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	521,154	$	(19)	$	521,135	$	24,388	$	34,671
Customer Growth Services		66,061		—		66,061		1,532		4,731
Customer Technology Services		70,679		(188)		70,491		3,605		6,876
Customer Strategy Services		34,019		—		34,019		1,233		1,801
Total	$	691,913	$	(207)	$	691,706	$	30,758	$	48,079

Six Months Ended June 30, 2016

							Depreciation		Income
	Gross		Intersegment		Net		&		(Loss) from
	Revenue		Sales		Revenue		Amortization		Operations
Customer Management Services	$	440,905	$	(177)	$	440,728	$	24,133	$	23,934
Customer Growth Services		70,412		—		70,412		3,382		3,977
Customer Technology Services		72,849		(231)		72,618		5,730		6,156
Customer Strategy Services		33,757		—		33,757		1,705		(86)
Total	$	617,923	$	(408)	$	617,515	$	34,950	$	33,981

	Three Months Ended				Six Months Ended
	June 30,				June 30,
	2017		2016		2017		2016
Capital Expenditures
Customer Management Services	$	15,390	$	9,260	$	23,969	$	21,238
Customer Growth Services		242		1,984		362		3,171
Customer Technology Services		1,645		1,280		4,845		3,013
Customer Strategy Services		277		270		413		321
Total	$	17,554	$	12,794	$	29,589	$	27,743

	June 30, 2017		December 31, 2016
Total Assets
Customer Management Services	$	698,333	$	585,679
Customer Growth Services		60,480		71,540
Customer Technology Services		102,302		115,537
Customer Strategy Services		69,008		73,548
Total	$	930,123	$	846,304
	June 30, 2017		December 31, 2016
Goodwill
Customer Management Services	$	79,927	$	42,589
Customer Growth Services		24,439		24,439
Customer Technology Services		40,839		41,500
Customer Strategy Services		21,669		21,120
Total	$	166,874	$	129,648

The following table presents revenue based upon the geographic location where the services are provided (in thousands):

	Three Months Ended June 30,				Six Months Ended June 30,
	2017		2016		2017		2016
Revenue
United States	$	194,209	$	166,249	$	372,641	$	340,827
Philippines		85,847		84,910		171,422		169,204
Latin America		31,823		29,164		64,940		59,322
Canada		18,466		892		37,098		2,129
Europe / Middle East / Africa		15,253		17,004		30,663		33,497
Asia Pacific		7,831		6,886		14,942		12,536
Total	$	353,429	$	305,105	$	691,706	$	617,515