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SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2021

SEGMENT INFORMATION [ABSTRACT]

SEGMENT INFORMATION

(3)SEGMENT INFORMATION

The Company reports the following two segments:

TTEC Digital is one of the largest pure-play CX technology service providers with expertise in CX strategy, digital consulting and transformation enabled by proprietary CX applications and technology partnerships. TTEC Digital designs, builds, and operates robust digital experiences for clients and their customers through the contextual integration and orchestration of CRM, data, analytics, CXaaS technology, and intelligent automation to ensure high-quality, scalable CX outcomes.

● Technology Services: Our 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: Our management consulting practices deliver customer experience strategy, analytics, process optimization, and learning and performance services.

TTEC Engage provides the digitally enabled CX managed services to support our clients’ end-to-end customer interaction delivery at scale. The segment delivers omnichannel customer care, tech support, order fulfillment, customer acquisition, growth, and retention services with industry specialization and distinctive CX capabilities for hypergrowth brands. TTEC Engage also delivers digitally enabled back office and industry specific specialty services including AI operations, content moderation, and fraud management services.

● Customer Acquisition, Growth, and Retention Services: Our customer growth and acquisition services optimize the buying journeys for acquiring new customers by leveraging technology and analytics to deliver personal experiences that we believe increase the quantity and quality of leads and customers.

● Customer Care, Tech Support, and Order Fulfillment Services: Our customer care, technical support, and order fulfillment 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. 

● Digitally enabled back office and specialty services: Our digital AI operations, content moderation, and fraud detection and prevention services provide clients with data tagging and annotation capabilities to train and enable AI platforms, community content moderation, and compliance to meet client content standards, and proactive fraud solutions to assist our clients in the detection and prevention of fraud.

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):

Year Ended December 31, 2021

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

Depreciation

Income

​

​

Gross

​

Intersegment

​

Net

​

&

​

from

​

​

Revenue

​

Sales

​

Revenue

​

Amortization

​

Operations

TTEC Digital

​

$

414,148

​

$

(44)

​

$

414,104

​

$

30,468

​

$

35,437

​

TTEC Engage

​

1,858,965

​

(7)

​

1,858,958

​

66,238

​

181,755

​

Total

​

$

2,273,113

​

$

(51)

​

$

2,273,062

​

$

96,706

​

$

217,192

​

​

Year Ended December 31, 2020

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

Depreciation

Income

​

​

Gross

​

Intersegment

​

Net

​

&

​

from

​

​

Revenue

​

Sales

​

Revenue

​

Amortization

​

Operations

TTEC Digital

​

$

307,278

​

$

(293)

​

$

306,985

​

$

14,029

​

$

45,315

​

TTEC Engage

​

1,642,263

​

—

​

1,642,263

​

64,833

​

159,377

​

Total

​

$

1,949,541

​

$

(293)

​

$

1,949,248

​

$

78,862

​

$

204,692

​

​

Year Ended December 31, 2019

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

​

Depreciation

Income

​

​

Gross

​

Intersegment

​

Net

​

&

​

from

​

​

Revenue

​

Sales

​

Revenue

​

Amortization

​

Operations

TTEC Digital

​

$

305,595

​

$

(249)

​

$

305,346

​

$

11,216

​

$

38,927

​

TTEC Engage

​

1,338,358

​

—

​

1,338,358

​

57,870

​

84,782

​

Total

​

$

1,643,953

​

$

(249)

​

$

1,643,704

​

$

69,086

​

$

123,709

​

​

​

​	​	​	​	​	​	​	​	​	​	​	​
​	​	​	​	​	​	​	​	​	​	​	​
​	​	​	For the Year Ended December 31,
​			2021			2020			2019
Capital Expenditures	​	​	​	​	​	​	​	​	​	​	​
TTEC Digital	​	​	$	8,919	​	$	7,881	​	$	14,397	​
TTEC Engage	​	​		51,439	​		51,891	​		46,379	​
Total	​	​	$	60,358	​	$	59,772	​	$	60,776	​

​

​	​	​	​	​	​	​	​	​	​	​	​
​	​	​	December 31,								​
​	​	​	2021			2020		​	2019		​
Total Assets	​	​	​	​	​	​	​	​	​	​	​
TTEC Digital	​	​	$	828,255		$	277,365	​	$	238,081	​
TTEC Engage	​	​		1,168,549	​		1,239,043	​		1,138,707	​
Total	​	​	$	1,996,804		$	1,516,408	​	$	1,376,788	​
​	​	​	​	​	​	​	​	​	​	​	​
​	​	​	December 31,								​
​	​	​	2021			2020		​	2019		​
Goodwill	​	​	​	​	​	​	​	​	​	​	​
TTEC Digital	​	​	$	505,222		$	128,211	​	$	66,275	​
TTEC Engage	​	​		234,259	​		235,291	​		235,419	​
Total	​	​	$	739,481		$	363,502	​	$	301,694	​
​	​	​	​	​	​	​	​	​	​	​	​

​

The following tables present certain financial data based upon the geographic location where the services are provided (in thousands):

​

​	​	​	​	​	​	​	​	​	​	​	​
​	​	​	As of and for the
​	​	​	Year Ended December 31,
​		​	2021			2020			2019
Revenue	​	​	​	​	​	​	​	​	​	​	​
United States	​	​	$	1,524,654	​	$	1,338,267	​	$	1,002,524	​
Philippines	​	​		409,360	​		347,575	​		370,395	​
Latin America	​	​		114,967	​		98,633	​		100,117	​
Europe / Middle East / Africa	​	​		110,909	​		78,478	​		70,613	​
Asia Pacific / India	​	​		67,035	​		59,750	​		55,554	​
Canada	​	​		46,137	​		26,545	​		44,501	​
Total	​	​	$	2,273,062	​	$	1,949,248	​	$	1,643,704	​
​	​	​	​	​	​	​	​	​	​	​	​
Property, plant and equipment, gross	​	​	​	​	​	​	​	​	​	​	​
United States	​	​	$	605,582	​	$	576,803	​	$	559,326	​
Philippines	​	​		158,098	​		162,391	​		144,213	​
Latin America	​	​		47,540	​		46,307	​		45,743	​
Europe / Middle East / Africa	​	​		19,594	​		23,043	​		14,823	​
Asia Pacific / India	​	​		14,977	​		15,918	​		21,562	​
Canada	​	​		14,825	​		13,844	​		15,516	​
Total	​	​	$	860,616	​	$	838,306	​	$	801,183	​
​	​	​	​	​	​	​	​	​	​	​	​
Other long-term assets	​	​	​	​	​	​	​	​	​	​	​
United States	​	​	$	67,291	​	$	55,548	​	$	57,417	​
Philippines	​	​		6,187	​		8,756	​		7,892	​
Latin America	​	​		864	​		912	​		993	​
Europe / Middle East / Africa	​	​		1,735	​		2,328	​		993	​
Asia Pacific / India	​	​		435	​		1,726	​		1,422	​
Canada	​	​		761	​		168	​		252	​
Total	​	​	$	77,273	​	$	69,438	​	$	68,969	​

​

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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

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