SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2020

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports the following two segments:

TTEC Digital provides the CX technology services and platforms to support the Company’s clients’ customer interaction delivery infrastructure. The segment designs, builds and operates the omnichannel ecosystem in a cloud, on premise, or hybrid environment, and fully integrates, orchestrates, and administers highly scalable, feature-rich CX technology applications. These solutions are critical to enabling and accelerating digital transformation for the Company’s clients.

● Technology Services: the Company’s technology services design, integrate and operate highly scalable, digital omnichannel technology solutions in the cloud, on premise, or hybrid environment, including journey orchestration, automation and AI, knowledge management, and workforce productivity.

● Professional Services: the Company’s management consulting practices deliver customer experience strategy, analytics, process optimization, and learning and performance services.

TTEC Engage delivers the CX managed services to support the Company’s clients’ end-to-end customer interaction delivery, by providing the essential CX omnichannel and application technologies, human resources, recruiting, training and production, at-home or facility-based delivery infrastructure on a global scale, and engagement processes. This segment provides full-service digital, omnichannel customer engagement, supporting customer care, customer acquisition, growth and retention, and fraud detection and prevention services.

● Customer Acquisition Services: the Company’s customer growth and acquisition services optimize the buying journeys for acquiring new customers by leveraging technology and analytics to deliver personal experiences that increase the quantity and quality of leads and customers.

● Customer Care Services: the Company’s customer care services provide turnkey contact center solutions, including digital omnichannel technologies, associate recruiting and training, facilities, and operational expertise to create exceptional customer experiences across all touchpoints. 

● Fraud Prevention Services: the Company’s digital fraud detection and prevention services proactively identify and prevent fraud and provide community content moderation and compliance.

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, 2020

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	307,278	$	(293)	$	306,985	$	14,029	$	45,315
TTEC Engage		1,642,263		—		1,642,263		64,833		159,377
Total	$	1,949,541	$	(293)	$	1,949,248	$	78,862	$	204,692

Year Ended December 31, 2019

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	305,595	$	(249)	$	305,346	$	11,216	$	38,927
TTEC Engage		1,338,358		—		1,338,358		57,870		84,782
Total	$	1,643,953	$	(249)	$	1,643,704	$	69,086	$	123,709

Year Ended December 31, 2018

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	239,144	$	(345)	$	238,799	$	8,814	$	33,054
TTEC Engage		1,270,372		—		1,270,372		60,365		59,000
Total	$	1,509,516	$	(345)	$	1,509,171	$	69,179	$	92,054

	For the Year Ended December 31,
	2020		2019		2018
Capital Expenditures
TTEC Digital	$	7,881	$	14,397	$	4,833
TTEC Engage		51,891		46,379		38,617
Total	$	59,772	$	60,776	$	43,450

	December 31,
	2020		2019		2018
Total Assets
TTEC Digital	$	277,365	$	238,081	$	222,977
TTEC Engage		1,239,043		1,138,707		831,531
Total	$	1,516,408	$	1,376,788	$	1,054,508
	December 31,
	2020		2019		2018
Goodwill
TTEC Digital	$	128,211	$	66,275	$	66,158
TTEC Engage		235,291		235,419		138,475
Total	$	363,502	$	301,694	$	204,633

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,
	2020		2019		2018
Revenue
United States	$	1,338,267	$	1,002,524	$	862,026
Philippines		347,575		370,395		351,829
Latin America		98,633		100,117		109,104
Europe / Middle East / Africa		78,478		70,613		67,163
Asia Pacific / India		59,750		55,554		57,978
Canada		26,545		44,501		61,071
Total	$	1,949,248	$	1,643,704	$	1,509,171
Property, plant and equipment, gross
United States	$	576,803	$	559,326	$	508,202
Philippines		162,391		144,213		130,176
Latin America		46,307		45,743		44,065
Europe / Middle East / Africa		23,043		14,823		10,499
Asia Pacific / India		15,918		21,562		19,874
Canada		13,844		15,516		15,193
Total	$	838,306	$	801,183	$	728,009
Other long-term assets
United States	$	55,548	$	57,417	$	56,459
Philippines		8,756		7,892		5,188
Latin America		912		993		1,329
Europe / Middle East / Africa		2,328		993		544
Asia Pacific / India		1,726		1,422		1,680
Canada		168		252		241
Total	$	69,438	$	68,969	$	65,441