XML 72 R10.htm IDEA: XBRL DOCUMENT v3.3.0.814
SEGMENT INFORMATION
 9 Months Ended
Sep. 30, 2015
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):

 

Three Months Ended September 30, 2015

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
212,690

 

$

—

 

$
212,690

 

$
10,900

 

$
8,930

 

Customer Growth Services

 

 
33,853

 

 

—

 

 
33,853

 

 
1,535

 

 
(257)

 

Customer Technology Services

 

 
42,141

 

 
(7)

 

 
42,134

 

 
2,447

 

 
3,774

 

Customer Strategy Services

 

 
20,518

 

 

—

 

 
20,518

 

 
604

 

 
3,178

 

Total

 

$
309,202

 

$
(7)

 

$
309,195

 

$
15,486

 

$
15,625

 

 

Three Months Ended September 30, 2014

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
226,814

 

$

—

 

$
226,814

 

$
9,973

 

$
18,625

 

Customer Growth Services

 

 
28,765

 

 

—

 

 
28,765

 

 
1,511

 

 
1,800

 

Customer Technology Services

 

 
35,203

 

 
(9)

 

 
35,194

 

 
1,927

 

 
(286)

 

Customer Strategy Services

 

 
15,127

 

 

—

 

 
15,127

 

 
482

 

 
1,184

 

Total

 

$
305,909

 

$
(9)

 

$
305,900

 

$
13,893

 

$
21,323

 

 

Nine months Ended September 30, 2015

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
675,015

 

$

—

 

$
675,015

 

$
32,750

 

$
43,956

 

Customer Growth Services

 

 
90,379

 

 

—

 

 
90,379

 

 
4,543

 

 
1,891

 

Customer Technology Services

 

 
115,956

 

 
(21)

 

 
115,935

 

 
6,806

 

 
9,033

 

Customer Strategy Services

 

 
63,610

 

 

—

 

 
63,610

 

 
2,430

 

 
10,225

 

Total

 

$
944,960

 

$
(21)

 

$
944,939

 

$
46,529

 

$
65,105

 

 

Nine months Ended September 30, 2014

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Depreciation

 

Income

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
673,421

 

$

—

 

$
673,421

 

$
29,607

 

$
55,941

 

Customer Growth Services

 

 
86,545

 

 

—

 

 
86,545

 

 
4,535

 

 
5,401

 

Customer Technology Services

 

 
103,735

 

 
(28)

 

 
103,707

 

 
5,650

 

 
1,641

 

Customer Strategy Services

 

 
39,938

 

 

—

 

 
39,938

 

 
1,360

 

 
3,364

 

Total

 

$
903,639

 

$
(28)

 

$
903,611

 

$
41,152

 

$
66,347

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Three Months Ended 

 

Nine Months Ended 

 

 

 

September 30,

 

September 30,

 

 

 

2015

    

2014

    

2015

    

2014

 

Capital Expenditures

 

 

 

 

 

 

 

 

 

 

 

 

 

Customer Management Services

 

$
13,529

 

$
13,891

 

$
35,545

 

$
38,390

 

Customer Growth Services

 

 
1,148

 

 
1,270

 

 
4,285

 

 
2,939

 

Customer Technology Services

 

 
4,883

 

 
2,371

 

 
8,950

 

 
10,409

 

Customer Strategy Services

 

 
119

 

 
219

 

 
404

 

 
496

 

Total

 

$
19,679

 

$
17,751

 

$
49,184

 

$
52,234

 

 

 

 

 

 

 

 

 

 

 

September 30,

 

December 31,

 

 

2015

    

2014

Total Assets

 

 

 

 

 

 

Customer Management Services

 

$
513,744

 

$
514,957

Customer Growth Services

 

 
78,432

 

 
88,394

Customer Technology Services

 

 
177,975

 

 
159,441

Customer Strategy Services

 

 
88,064

 

 
89,683

Total

 

$
858,215

 

$
852,475

 

 

 

 

 

 

 

 

 

September 30,

 

December 31,

 

 

2015

    

2014

Goodwill

 

 

 

 

 

 

Customer Management Services

 

$
23,797

 

$
25,871

Customer Growth Services

 

 
27,329

 

 
30,395

Customer Technology Services

 

 
42,709

 

 
42,709

Customer Strategy Services

 

 
24,949

 

 
29,730

Total

 

$
118,784

 

$
128,705

 

 

 

 

 

 

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Three Months Ended September 30,

 

Nine Months Ended September 30,

 

 

    

2015

    

2014

    

2015

    

2014

 

Revenue

 

 

 

 

 

 

 

 

 

 

 

 

 

United States

 

$
159,461

 

$
143,854

 

$
488,854

 

$
427,919

 

Philippines

 

 
84,450

 

 
89,963

 

 
255,021

 

 
262,171

 

Latin America

 

 
34,585

 

 
42,725

 

 
112,763

 

 
128,029

 

Europe / Middle East / Africa

 

 
20,401

 

 
20,825

 

 
59,004

 

 
62,308

 

Asia Pacific

 

 
8,756

 

 
7,168

 

 
24,867

 

 
18,926

 

Canada

 

 
1,542

 

 
1,365

 

 
4,430

 

 
4,258

 

Total

 

$
309,195

 

$
305,900

 

$
944,939

 

$
903,611