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SEGMENT INFORMATION | 9 Months Ended
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Sep. 30, 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 September 30, 2021
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 124,086 | ​ | $ | — | ​ | $ | 124,086 | ​ | $ | 8,936 | ​ | $ | 8,670 | ​
TTEC Engage | ​ |  | 442,655 | ​ |  | (7) | ​ |  | 442,648 | ​ |  | 16,344 | ​ |  | 17,355 | ​
Total | ​ | $ | 566,741 | ​ | $ | (7) | ​ | $ | 566,734 | ​ | $ | 25,280 | ​ | $ | 26,025 | ​
​ Three Months Ended September 30, 2020
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 76,571 | ​ | $ | — | ​ | $ | 76,571 | ​ | $ | 3,537 | ​ | $ | 13,043 | ​
TTEC Engage | ​ |  | 416,409 | ​ |  | — | ​ |  | 416,409 | ​ |  | 15,985 | ​ |  | 40,356 | ​
Total | ​ | $ | 492,980 | ​ | $ | — | ​ | $ | 492,980 | ​ | $ | 19,522 | ​ | $ | 53,399 | ​
​ Nine Months Ended September 30, 2021
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 295,712 | ​ | $ | (44) | ​ | $ | 295,668 | ​ | $ | 21,312 | ​ | $ | 22,438 | ​
TTEC Engage | ​ |  | 1,365,086 | ​ |  | (7) | ​ |  | 1,365,079 | ​ |  | 49,343 | ​ |  | 142,841 | ​
Total | ​ | $ | 1,660,798 | ​ | $ | (51) | ​ | $ | 1,660,747 | ​ | $ | 70,655 | ​ | $ | 165,279 | ​
​ Nine Months Ended September 30, 2020
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 231,520 | ​ | $ | (250) | ​ | $ | 231,270 | ​ | $ | 10,103 | ​ | $ | 37,677 | ​
TTEC Engage | ​ |  | 1,147,004 | ​ | ​ | — | ​ |  | 1,147,004 | ​ |  | 46,951 | ​ |  | 105,400 | ​
Total | ​ | $ | 1,378,524 | ​ | $ | (250) | ​ | $ | 1,378,274 | ​ | $ | 57,054 | ​ | $ | 143,077 | ​
​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | Three Months Ended | ​ | Nine Months Ended | ​
​ | ​ | September 30, | ​ | September 30, | ​
​ | ​ | 2021 |  | 2020 |  | 2021 |  | 2020 |
Capital Expenditures | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | $ | 1,599 |  | $ | 1,635 |  | $ | 5,029 |  | $ | 6,961 | ​
TTEC Engage | ​ |  | 15,586 | ​ |  | 14,277 | ​ |  | 35,749 | ​ |  | 40,866 | ​
Total | ​ | $ | 17,185 |  | $ | 15,912 |  | $ | 40,778 |  | $ | 47,827 | ​
​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | September 30, 2021 |  | December 31, 2020 | ​
Total Assets | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | ​ | $ | 849,980 |  | $ | 277,365 | ​
TTEC Engage | ​ | ​ |  | 1,194,153 | ​ |  | 1,239,043 | ​
Total | ​ | ​ | $ | 2,044,133 |  | $ | 1,516,408 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | September 30, 2021 |  | December 31, 2020 | ​
Goodwill | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | ​ | $ | 501,965 |  | $ | 128,211 | ​
TTEC Engage | ​ | ​ |  | 234,433 | ​ |  | 235,291 | ​
Total | ​ | ​ | $ | 736,398 |  | $ | 363,502 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ 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, | ​
​ |  | 2021 |  | 2020 |  | 2021 |  | 2020 | ​
Revenue | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
United States | ​ | $ | 377,211 | ​ | $ | 346,095 |  | $ | 1,108,390 | ​ | $ | 936,079 | ​
Philippines | ​ |  | 100,531 | ​ |  | 82,147 | ​ |  | 305,255 | ​ |  | 252,520 | ​
Latin America | ​ |  | 28,737 | ​ |  | 23,550 | ​ |  | 85,529 | ​ |  | 72,002 | ​
Europe / Middle East / Africa | ​ | ​ | 28,891 | ​ |  | 20,772 | ​ |  | 82,447 | ​ |  | 55,077 | ​
Asia Pacific / India | ​ |  | 16,989 | ​ |  | 14,483 | ​ |  | 49,560 | ​ |  | 43,377 | ​
Canada | ​ |  | 14,375 | ​ |  | 5,933 | ​ |  | 29,566 | ​ |  | 19,219 | ​
Total | ​ | $ | 566,734 |  | $ | 492,980 | ​ | $ | 1,660,747 | ​ | $ | 1,378,274 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​

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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/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 31 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8924-108599 Reference 2: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 34 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8981-108599 Reference 3: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 21 -Subparagraph (a) -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8721-108599 Reference 4: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 40 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e9031-108599 Reference 5: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 32 -Subparagraph (f) -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8933-108599 Reference 6: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 32 -Subparagraph (e) -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8933-108599 Reference 7: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 26 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8844-108599 Reference 8: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 41 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e9038-108599 Reference 9: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 32 -Subparagraph (d) -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8933-108599 Reference 10: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 22 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8736-108599 Reference 11: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 42 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e9054-108599 Reference 12: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 15 -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8657-108599 Reference 13: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -SubTopic 10 -Section 50 -Paragraph 21 -Subparagraph (b) -URI http://asc.fasb.org/extlink&oid=123359005&loc=d3e8721-108599 Reference 14: http://www.xbrl.org/2003/role/disclosureRef -Publisher FASB -Name Accounting Standards Codification -Topic 280 -URI http://asc.fasb.org/topic&trid=2134510 + Details
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