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SEGMENT INFORMATION | 9 Months Ended
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Sep. 30, 2023
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, digitization, analytics, process optimization, systems integration, cloud-based technology solutions, and transformation enabled by the Company’s 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: The technology services design, build, 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, among others.
| ● | Professional Services: The management consulting practices deliver customer experience strategy, analytics, process optimization, and system integration, among others.
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, technology 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, and fraud management services.
| ● | Customer Acquisition, Growth, and Retention Services: The 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, Technology Support, and Order Fulfillment Services: The customer care, technology 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: The digital AI operations 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. Effective January 1, 2023, the Company completed a small reorganization of the internal reporting structure and one component from the TTEC Digital segment was reclassified and will now be included in the TTEC Engage segment. All balances have been recast for 2022 to conform to the updated segment presentation. The following tables present certain financial data by segment (in thousands): Three Months Ended September 30, 2023
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 133,252 | ​ | $ | — | ​ | $ | 133,252 | ​ | $ | 6,801 | ​ | $ | 11,925 | ​
TTEC Engage | ​ |  | 469,704 | ​ |  | — | ​ |  | 469,704 | ​ |  | 18,794 | ​ |  | 13,463 | ​
Total | ​ | $ | 602,956 | ​ | $ | — | ​ | $ | 602,956 | ​ | $ | 25,595 | ​ | $ | 25,388 | ​
​ Three Months Ended September 30, 2022
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 116,208 | ​ | $ | (35) | ​ | $ | 116,173 | ​ | $ | 7,340 | ​ | $ | 8,015 | ​
TTEC Engage | ​ |  | 476,280 | ​ |  | — | ​ |  | 476,280 | ​ |  | 19,777 | ​ |  | 27,589 | ​
Total | ​ | $ | 592,488 | ​ | $ | (35) | ​ | $ | 592,453 | ​ | $ | 27,117 | ​ | $ | 35,604 | ​
​ Nine months Ended September 30, 2023
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 367,764 | ​ | $ | — | ​ | $ | 367,764 | ​ | $ | 20,384 | ​ | $ | 19,864 | ​
TTEC Engage | ​ |  | 1,468,872 | ​ |  | — | ​ |  | 1,468,872 | ​ |  | 55,984 | ​ |  | 81,233 | ​
Total | ​ | $ | 1,836,636 | ​ | $ | — | ​ | $ | 1,836,636 | ​ | $ | 76,368 | ​ | $ | 101,097 | ​
​ ​ Nine Months Ended September 30, 2022
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ |  | ​ | ​ |  | ​ | ​ |  | ​ | ​ |  | Depreciation |  | Income |
​ | ​ | Gross | ​ | Intersegment | ​ | Net | ​ | & | ​ | from |
​ | ​ | Revenue | ​ | Sales | ​ | Revenue | ​ | Amortization | ​ | Operations |
TTEC Digital | ​ | $ | 342,055 | ​ | $ | (35) | ​ | $ | 342,020 | ​ | $ | 24,023 | ​ | $ | 24,971 | ​
TTEC Engage | ​ |  | 1,443,409 | ​ | ​ | — | ​ |  | 1,443,409 | ​ |  | 56,038 | ​ |  | 94,827 | ​
Total | ​ | $ | 1,785,464 | ​ | $ | (35) | ​ | $ | 1,785,429 | ​ | $ | 80,061 | ​ | $ | 119,798 | ​
​ ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | Three Months Ended | ​ | Nine Months Ended | ​
​ | ​ | September 30, | ​ | September 30, | ​
​ | ​ | 2023 |  | 2022 |  | 2023 |  | 2022 |
Capital Expenditures | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | $ | 1,461 |  | $ | 3,408 |  | $ | 6,087 |  | $ | 6,880 | ​
TTEC Engage | ​ |  | 20,307 | ​ |  | 25,366 | ​ |  | 48,635 | ​ |  | 57,684 | ​
Total | ​ | $ | 21,768 |  | $ | 28,774 |  | $ | 54,722 |  | $ | 64,564 | ​
​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | September 30, 2023 |  | December 31, 2022 | ​
Total Assets | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | ​ | $ | 809,741 |  | $ | 807,247 | ​
TTEC Engage | ​ | ​ |  | 1,358,449 | ​ |  | 1,346,715 | ​
Total | ​ | ​ | $ | 2,168,190 |  | $ | 2,153,962 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ 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, | ​
​ |  | 2023 |  | 2022 |  | 2023 |  | 2022 | ​
Revenue | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
United States / Canada | ​ | $ | 415,463 | ​ | $ | 416,815 |  | $ | 1,274,353 | ​ | $ | 1,262,559 | ​
Philippines / Asia Pacific / India | ​ |  | 117,204 | ​ |  | 110,381 | ​ |  | 354,981 | ​ |  | 336,658 | ​
Europe / Middle East / Africa | ​ |  | 37,095 | ​ |  | 34,507 | ​ |  | 107,574 | ​ |  | 100,307 | ​
Latin America | ​ |  | 33,194 | ​ |  | 30,750 | ​ |  | 99,728 | ​ |  | 85,905 | ​
Total | ​ | $ | 602,956 |  | $ | 592,453 | ​ | $ | 1,836,636 | ​ | $ | 1,785,429 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​

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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 -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 22 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-22 Reference 2: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 15 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-15 Reference 3: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 31 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-31 Reference 4: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 32 -Subparagraph (d) -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-32 Reference 5: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 42 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-42 Reference 6: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 32 -Subparagraph (f) -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-32 Reference 7: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 40 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-40 Reference 8: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -Name Accounting Standards Codification -Publisher FASB -URI https://asc.fasb.org//280/tableOfContent Reference 9: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 26 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-26 Reference 10: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 34 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-34 Reference 11: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 41 -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-41 Reference 12: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 21 -Subparagraph (a) -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-21 Reference 13: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 21 -Subparagraph (b) -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-21 Reference 14: http://www.xbrl.org/2003/role/disclosureRef -Topic 280 -SubTopic 10 -Name Accounting Standards Codification -Section 50 -Paragraph 32 -Subparagraph (e) -Publisher FASB -URI https://asc.fasb.org//1943274/2147482810/280-10-50-32 + Details
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