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SEGMENT INFORMATION | 12 Months Ended
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Dec. 31, 2024
SEGMENT INFORMATION [ABSTRACT] |
Segment Reporting Disclosure [Text Block] | (3)SEGMENT INFORMATION The Company has two reportable segments, TTEC Digital and TTEC Engage based on nature of product and independent management of each business segment. Each segment is led by a President and the products and services sold are described below. Resources are allocated and performance is assessed by our CEO and CFO, who the Company has determined to collectively hold the function of Chief Operating Decision Maker (“CODM”). The CODM uses income from operations to assess the performance of each segment in the budgeting and forecasting process and when making decisions regarding allocating capital and personnel to the segments. TTEC Digital and the CX Technology Services Industry TTEC Digital clients are seeking solutions in many areas including cost optimization, CX technology modernization, inclusive of migrating to a more agile cloud-based ecosystem, improved CX talent and expertise, and practical solutions to further enable CX applications, including the design, implementation and pragmatic delivery of AI capabilities. TTEC Digital takes a technology agnostic approach to these challenges and focuses on designing and delivering solutions to each client’s specific business needs at the intersection of contact center, CRM, and AI and Analytics. TTEC Digital supports the majority of CX platform and solution requirements through its strategic partnerships with the leading CX software vendors including Genesys, Microsoft, Cisco, AWS, Google, Salesforce, ServiceNow, and Nice among others. TTEC Digital’s solutions are built to respond to market needs for both enterprise and small and medium-sized business clients. AI design and delivery capabilities are woven across all five pillars of the Company offerings.
| • | Professional Services: System design, configuration and integration
| • | Managed Services: Cloud application and premise support
| • | CX Consulting: Transformation strategy and design
| • | CX Data and Analytics: Data science, engineering, and visualization
| • | IP & Software: Custom software engineering through TTEC Digital’s IP and Software division
The segment has a three-pronged go to market strategy that includes growing existing client relationships, partner channel motions and general market development. TTEC Engage and the CX BPO Services Industry The TTEC Engage segment’s solutions are built to respond to the following market needs for clients.
| • | Customer Support
| • | Tech Support
| • | Revenue Generation and Growth Services
| • | Fraud Mitigation
| • | AI Operations, including data annotation and labeling
| • | Back-office Support
TTEC Engage goes to market through a vertical approach with customized solutions that include industry specific talent, technology, certifications, and capabilities. For example, in the Banking, Financial Services and Insurance (BFSI) vertical, we support several lines of business with customized offerings for retail banking, online banking, credit card, property and casualty and loans. In healthcare, the segment supports care, technical support, revenue generation and back-office capabilities to meet the needs of payer, provider, clinical and pharma clients. The Company allocates to each segment its portion of corporate operating expenses following the Company’s standard accounting policies. The following tables present certain financial data by segment (in thousands). The significant expense categories and amounts align with the segment-level information that is regularly provided to the CODM. For the Year Ended December 31, 2024
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | TTEC Engage | ​ | TTEC Digital | ​ | Total | ​
Revenue | ​ | ​ | $ | 1,748,569 | ​ | $ | 459,018 | ​ | $ | 2,207,587 | ​
Cost of services (exclusive of depreciation and amortization presented separately below) (1) | ​ | ​ | ​ | 1,423,747 | ​ | ​ | 312,118 | ​ | ​ | 1,735,865 | ​
Selling, general and administrative | ​ | ​ | ​ | 201,718 | ​ | ​ | 91,324 | ​ | ​ | 293,042 | ​
Depreciation and amortization | ​ | ​ | ​ | 70,075 | ​ | ​ | 27,880 | ​ | ​ | 97,955 | ​
Other segment items(2) | ​ | ​ | ​ | 250,240 | ​ | ​ | 4,005 | ​ | ​ | 254,245 | ​
Income from operations | ​ | ​ | ​ | (197,211) | ​ | ​ | 23,691 | ​ | ​ | (173,520) | ​
Interest income | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 2,732 | ​
Interest expense | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | (84,315) | ​
Other income (expense), net | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 18,586 | ​
Income before income taxes | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | (236,517) | ​
​ For the year ended December 31, 2023
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | TTEC Engage | ​ | TTEC Digital | ​ | Total | ​
Revenue | ​ | ​ | $ | 1,975,935 | ​ | $ | 486,882 | ​ | $ | 2,462,817 | ​
Cost of services (exclusive of depreciation and amortization presented separately below) (1) | ​ | ​ | ​ | 1,598,907 | ​ | ​ | 333,970 | ​ | ​ | 1,932,877 | ​
Selling, general and administrative | ​ | ​ | ​ | 201,634 | ​ | ​ | 89,239 | ​ | ​ | 290,873 | ​
Depreciation and amortization | ​ | ​ | ​ | 74,040 | ​ | ​ | 27,232 | ​ | ​ | 101,272 | ​
Other segment items(2) | ​ | ​ | ​ | 13,179 | ​ | ​ | 6,595 | ​ | ​ | 19,774 | ​
Income from operations | ​ | ​ | ​ | 88,175 | ​ | ​ | 29,846 | ​ | ​ | 118,021 | ​
Interest income | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 5,150 | ​
Interest expense | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | (78,321) | ​
Other income (expense), net | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | (4,126) | ​
Income before income taxes | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 40,724 | ​
​ For the Year Ended December 31, 2022
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | TTEC Engage | ​ | TTEC Digital | ​ | Total | ​
Revenue | ​ | ​ | $ | 1,980,037 | ​ | $ | 463,670 | ​ | $ | 2,443,707 | ​
Cost of services (exclusive of depreciation and amortization presented separately below) (1) | ​ | ​ | ​ | 1,552,063 | ​ | ​ | 304,455 | ​ | ​ | 1,856,518 | ​
Selling, general and administrative | ​ | ​ | ​ | 196,493 | ​ | ​ | 90,940 | ​ | ​ | 287,433 | ​
Depreciation and amortization | ​ | ​ | ​ | 79,470 | ​ | ​ | 32,321 | ​ | ​ | 111,791 | ​
Other segment items(2) | ​ | ​ | ​ | 18,363 | ​ | ​ | 1,059 | ​ | ​ | 19,422 | ​
Income from operations | ​ | ​ | ​ | 133,648 | ​ | ​ | 34,895 | ​ | ​ | 168,543 | ​
Interest income | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 1,811 | ​
Interest expense | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | (36,067) | ​
Other income (expense), net | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 10,161 | ​
Income before income taxes | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | 144,448 | ​
​ (1) Cost of services primarily includes employee related and technology costs. (2) Other segment items include impairment losses and restructuring charges. ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | For the Year Ended December 31, |
​ |  |  | 2024 |  | 2023 |  | 2022 |
Capital Expenditures | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | ​ | $ | 8,245 | ​ | $ | 8,232 | ​ | $ | 9,155 | ​
TTEC Engage | ​ | ​ |  | 36,928 | ​ |  | 59,607 | ​ |  | 74,857 | ​
Total | ​ | ​ | $ | 45,173 | ​ | $ | 67,839 | ​ | $ | 84,012 | ​
​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ | ​ | ​ | December 31, | ​
​ | ​ | ​ | 2024 |  | 2023 | ​ | 2022 | ​
Total Assets | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
TTEC Digital | ​ | ​ | $ | 776,099 |  | $ | 815,488 | ​ | $ | 811,258 | ​
TTEC Engage | ​ | ​ |  | 977,281 | ​ |  | 1,370,110 | ​ |  | 1,342,704 | ​
Total | ​ | ​ | $ | 1,753,380 |  | $ | 2,185,598 | ​ | $ | 2,153,962 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
​ 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, |
​ |  | ​ | 2024 |  | 2023 |  | 2022 |
Revenue | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
United States / Canada | ​ | ​ | $ | 1,497,887 | ​ | $ | 1,710,716 | ​ | $ | 1,738,053 | ​
Philippines / Asia Pacific / India | ​ | ​ |  | 419,856 | ​ |  | 477,455 | ​ |  | 457,526 | ​
Europe / Middle East / Africa | ​ | ​ |  | 174,155 | ​ |  | 142,665 | ​ |  | 131,575 | ​
Latin America | ​ | ​ |  | 115,689 | ​ |  | 131,981 | ​ |  | 116,553 | ​
Total | ​ | ​ | $ | 2,207,587 | ​ | $ | 2,462,817 | ​ | $ | 2,443,707 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
Property, plant and equipment, gross | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
United States / Canada | ​ | ​ | $ | 427,631 | ​ | $ | 506,092 | ​ | $ | 631,459 | ​
Philippines / Asia Pacific / India | ​ | ​ |  | 150,567 | ​ |  | 170,403 | ​ |  | 162,857 | ​
Europe / Middle East / Africa | ​ | ​ |  | 39,952 | ​ |  | 30,290 | ​ |  | 21,435 | ​
Latin America | ​ | ​ |  | 43,967 | ​ |  | 45,731 | ​ |  | 41,892 | ​
Total | ​ | ​ | $ | 662,117 | ​ | $ | 752,516 | ​ | $ | 857,643 | ​
​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
Other long-term assets | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​ | ​
United States / Canada | ​ | ​ | $ | 89,849 | ​ | $ | 90,810 | ​ | $ | 56,372 | ​
Philippines / Asia Pacific / India | ​ | ​ |  | 9,298 | ​ |  | 7,752 | ​ |  | 8,826 | ​
Europe / Middle East / Africa | ​ | ​ |  | 1,559 | ​ |  | 2,021 | ​ |  | 1,306 | ​
Latin America | ​ | ​ |  | 780 | ​ |  | 990 | ​ |  | 1,230 | ​
Total | ​ | ​ | $ | 101,486 | ​ | $ | 101,573 | ​ | $ | 67,734 | ​
​

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