SEGMENT INFORMATION

3 Months Ended

Mar. 31, 2021

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):

Three Months Ended March 31, 2021

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	63,609	$	(22)	$	63,587	$	3,887	$	4,202
TTEC Engage		475,632		—		475,632		16,572		69,222
Total	$	539,241	$	(22)	$	539,219	$	20,459	$	73,424

Three Months Ended March 31, 2020

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	77,781	$	(225)	$	77,556	$	3,288	$	10,258
TTEC Engage		354,657		—		354,657		15,584		30,458
Total	$	432,438	$	(225)	$	432,213	$	18,872	$	40,716

	Three Months Ended
	March 31,
	2021		2020
Capital Expenditures
TTEC Digital	$	1,532	$	2,438
TTEC Engage		10,033		14,375
Total	$	11,565	$	16,813

	March 31, 2021		December 31, 2020
Total Assets
TTEC Digital	$	268,063	$	277,365
TTEC Engage		1,227,590		1,239,043
Total	$	1,495,653	$	1,516,408
	March 31, 2021		December 31, 2020
Goodwill
TTEC Digital	$	127,717	$	128,211
TTEC Engage		235,145		235,291
Total	$	362,862	$	363,502

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

	Three Months Ended March 31,
	2021		2020
Revenue
United States	$	358,326	$	277,676
Philippines		102,252		91,105
Latin America		29,439		25,098
Europe / Middle East / Africa		25,917		16,944
Asia Pacific / India		16,167		15,168
Canada		7,118		6,222
Total	$	539,219	$	432,213