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SEGMENT INFORMATION | 9 Months Ended
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Sep. 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 September 30, 2017
|  |  |  |  |  |  |  |  |  |  | Depreciation |  | Income |
|  | Gross |  | Intersegment |  | Net |  | & |  | (Loss) from |
|  | Revenue |  | Sales |  | Revenue |  | Amortization |  | Operations |
Customer Management Services |  | $ | 277,373 |  | $ | — |  | $ | 277,373 |  | $ | 13,455 |  | $ | 9,133 |
Customer Growth Services |  |  | 30,829 |  |  | — |  |  | 30,829 |  |  | 717 |  |  | 1,564 |
Customer Technology Services |  |  | 34,658 |  |  | (95) |  |  | 34,563 |  |  | 1,772 |  |  | 4,158 |
Customer Strategy Services |  |  | 16,271 |  |  | — |  |  | 16,271 |  |  | 571 |  |  | 945 |
Total |  | $ | 359,131 |  | $ | (95) |  | $ | 359,036 |  | $ | 16,515 |  | $ | 15,800 |
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 |
Nine Months Ended September 30, 2017
|  |  |  |  |  |  |  |  |  |  | Depreciation |  | Income |
|  | Gross |  | Intersegment |  | Net |  | & |  | (Loss) from |
|  | Revenue |  | Sales |  | Revenue |  | Amortization |  | Operations |
Customer Management Services |  | $ | 798,527 |  | $ | (19) |  | $ | 798,508 |  | $ | 37,843 |  | $ | 43,804 |
Customer Growth Services |  |  | 96,890 |  |  | — |  |  | 96,890 |  |  | 2,249 |  |  | 6,295 |
Customer Technology Services |  |  | 105,337 |  |  | (283) |  |  | 105,054 |  |  | 5,377 |  |  | 11,034 |
Customer Strategy Services |  |  | 50,290 |  |  | — |  |  | 50,290 |  |  | 1,804 |  |  | 2,746 |
Total |  | $ | 1,051,044 |  | $ | (302) |  | $ | 1,050,742 |  | $ | 47,273 |  | $ | 63,879 |
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 |
|  | Three Months Ended |  | Nine Months Ended |
|  | September 30, |  | September 30, |
|  | 2017 |  | 2016 |  | 2017 |  | 2016 |
Capital Expenditures |  |  |  |  |  |  |  |  |  |  |  |  |
Customer Management Services |  | $ | 12,732 |  | $ | 8,515 |  | $ | 36,701 |  | $ | 29,751 |
Customer Growth Services |  |  | 346 |  |  | 375 |  |  | 708 |  |  | 3,546 |
Customer Technology Services |  |  | 1,180 |  |  | 1,864 |  |  | 6,025 |  |  | 4,877 |
Customer Strategy Services |  |  | 85 |  |  | 366 |  |  | 498 |  |  | 689 |
Total |  | $ | 14,343 |  | $ | 11,120 |  | $ | 43,932 |  | $ | 38,863 |
|  |  | September 30, 2017 |  | December 31, 2016 |
Total Assets |  |  |  |  |  |  |  |
Customer Management Services |  |  | $ | 713,377 |  | $ | 585,679 |
Customer Growth Services |  |  |  | 60,086 |  |  | 71,540 |
Customer Technology Services |  |  |  | 106,372 |  |  | 115,537 |
Customer Strategy Services |  |  |  | 69,683 |  |  | 73,548 |
Total |  |  | $ | 949,518 |  | $ | 846,304 |
|  |  | September 30, 2017 |  | December 31, 2016 |
Goodwill |  |  |  |  |  |  |  |
Customer Management Services |  |  | $ | 79,391 |  | $ | 42,589 |
Customer Growth Services |  |  |  | 24,439 |  |  | 24,439 |
Customer Technology Services |  |  |  | 40,839 |  |  | 41,500 |
Customer Strategy Services |  |  |  | 21,915 |  |  | 21,120 |
Total |  |  | $ | 166,584 |  | $ | 129,648 |
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, |
|  | 2017 |  | 2016 |  | 2017 |  | 2016 |
Revenue |  |  |  |  |  |  |  |  |  |  |  |  |
United States |  | $ | 197,664 |  | $ | 166,993 |  | $ | 570,305 |  | $ | 507,819 |
Philippines |  |  | 86,938 |  |  | 90,692 |  |  | 258,360 |  |  | 259,898 |
Latin America |  |  | 31,361 |  |  | 30,832 |  |  | 96,301 |  |  | 90,154 |
Canada |  |  | 18,937 |  |  | 891 |  |  | 56,035 |  |  | 3,020 |
Europe / Middle East / Africa |  |  | 14,892 |  |  | 15,604 |  |  | 45,555 |  |  | 49,100 |
Asia Pacific |  |  | 9,244 |  |  | 7,784 |  |  | 24,186 |  |  | 20,320 |
Total |  | $ | 359,036 |  | $ | 312,796 |  | $ | 1,050,742 |  | $ | 930,311 |

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- Definition The entire disclosure for reporting segments including data and tables. Reportable segments include those that meet any of the following quantitative thresholds a) it's reported revenue, including sales to external customers and intersegment sales or transfers is 10 percent or more of the combined revenue, internal and external, of all operating segments b) the absolute amount of its reported profit or loss is 10 percent or more of the greater, in absolute amount of 1) the combined reported profit of all operating segments that did not report a loss or 2) the combined reported loss of all operating segments that did report a loss c) its assets are 10 percent or more of the combined assets of all operating segments. + References Reference 1: http://www.xbrl.org/2003/role/presentationRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -URI http://asc.fasb.org/topic&trid=2134510 + Details
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