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SEGMENT INFORMATION
 9 Months Ended
Sep. 30, 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 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, 2016

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income 

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
223,742

 

$
(78)

 

$
223,664

 

$
11,891

 

$
12,255

 

Customer Growth Services

 

 
35,301

 

 

—

 

 
35,301

 

 
1,561

 

 
161

 

Customer Technology Services

 

 
36,871

 

 
(291)

 

 
36,580

 

 
2,457

 

 
3,776

 

Customer Strategy Services

 

 
17,251

 

 

—

 

 
17,251

 

 
902

 

 
(3,666)

 

Total

 

$
313,165

 

$
(369)

 

$
312,796

 

$
16,811

 

$
12,526

 

 

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

 

 

Nine Months Ended September 30, 2016

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income 

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$
664,647

 

$
(255)

 

$
664,392

 

$
36,024

 

$
36,189

 

Customer Growth Services

 

 
105,713

 

 

 —

 

 
105,713

 

 
4,943

 

 
4,138

 

Customer Technology Services

 

 
109,720

 

 
(522)

 

 
109,198

 

 
8,187

 

 
9,932

 

Customer Strategy Services

 

 
51,008

 

 

 —

 

 
51,008

 

 
2,607

 

 
(3,752)

 

Total

 

$
931,088

 

$
(777)

 

$
930,311

 

$
51,761

 

$
46,507

 

 

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

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Three Months Ended 

 

Nine Months Ended 

 

 

 

September 30,

 

September 30,

 

 

 

2016

    

2015

    

2016

    

2015

 

Capital Expenditures

 

 

 

 

 

 

 

 

 

 

 

 

 

Customer Management Services

 

$
8,515

 

$
13,529

 

$
29,751

 

$
35,545

 

Customer Growth Services

 

 
375

 

 
1,148

 

 
3,546

 

 
4,285

 

Customer Technology Services

 

 
1,864

 

 
4,883

 

 
4,877

 

 
8,950

 

Customer Strategy Services

 

 
366

 

 
119

 

 
689

 

 
404

 

Total

 

$
11,120

 

$
19,679

 

$
38,863

 

$
49,184

 

 

 

 

 

 

 

 

 

 

 

 

 

 

September 30, 2016

    

December 31, 2015

 

Total Assets

 

 

 

 

 

 

 

 

Customer Management Services

 

 

$
495,427

 

$
512,100

 

Customer Growth Services

 

 

 
75,595

 

 
75,291

 

Customer Technology Services

 

 

 
156,969

 

 
159,850

 

Customer Strategy Services

 

 

 
79,296

 

 
96,086

 

Total

 

 

$
807,287

 

$
843,327

 

 

 

 

 

 

 

 

 

 

 

 

 

September 30, 2016

    

December 31, 2015

 

Goodwill

 

 

 

 

 

 

 

 

Customer Management Services

 

 

$
22,169

 

$
22,009

 

Customer Growth Services

 

 

 
24,439

 

 
24,439

 

Customer Technology Services

 

 

 
42,863

 

 
42,709

 

Customer Strategy Services

 

 

 
21,617

 

 
25,026

 

Total

 

 

$
111,088

 

$
114,183

 

 

 

 

 

 

 

 

 

 

 

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,

 

 

    

2016

    

2015

    

2016

    

2015

 

Revenue

 

 

 

 

 

 

 

 

 

 

 

 

 

United States

 

$
166,993

 

$
159,461

 

$
507,819

 

$
488,854

 

Philippines

 

 
90,692

 

 
84,450

 

 
259,898

 

 
255,021

 

Latin America

 

 
30,832

 

 
34,585

 

 
90,154

 

 
112,763

 

Europe / Middle East / Africa

 

 
15,604

 

 
20,401

 

 
49,100

 

 
59,004

 

Asia Pacific

 

 
7,784

 

 
8,756

 

 
20,320

 

 
24,867

 

Canada

 

 
891

 

 
1,542

 

 
3,020

 

 
4,430

 

Total

 

$
312,796

 

$
309,195

 

$
930,311

 

$
944,939