10-K
TTEC HOLDINGS, INC. filed this Form 10-K on 03/06/2019
Entire Document
 

Table of Contents

TTEC HOLDINGS, INC. AND SUBSIDIARIES

Notes to the Consolidated Financial Statements

(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):

Year Ended December 31, 2018

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income 

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$

1,129,048

 

$

 —

 

$

1,129,048

 

$

57,864

 

$

49,161

 

Customer Growth Services

 

 

141,324

 

 

 

 

141,324

 

 

2,501

 

 

9,839

 

Customer Technology Services

 

 

170,559

 

 

(345)

 

 

170,214

 

 

7,002

 

 

26,634

 

Customer Strategy Services

 

 

68,585

 

 

 

 

68,585

 

 

1,812

 

 

6,420

 

Total

 

$

1,509,516

 

$

(345)

 

$

1,509,171

 

$

69,179

 

$

92,054

 

 

Year Ended December 31, 2017

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

   

Income 

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$

1,141,779

 

$

(19)

 

$

1,141,760

 

$

52,193

 

$

78,206

 

Customer Growth Services

 

 

128,698

 

 

 

 

128,698

 

 

2,959

 

 

7,803

 

Customer Technology Services

 

 

138,918

 

 

(337)

 

 

138,581

 

 

7,092

 

 

12,047

 

Customer Strategy Services

 

 

68,326

 

 

 —

 

 

68,326

 

 

2,263

 

 

2,433

 

Total

 

$

1,477,721

 

$

(356)

 

$

1,477,365

 

$

64,507

 

$

100,489

 

 

Year Ended December 31, 2016

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

    

 

 

    

 

 

    

 

 

    

Depreciation

    

Income 

 

 

 

Gross

 

Intersegment

 

Net

 

&

 

(Loss) from

 

 

 

Revenue

 

Sales

 

Revenue

 

Amortization

 

Operations

 

Customer Management Services

 

$

924,654

 

$

(329)

 

$

924,325

 

$

48,770

 

$

50,541

 

Customer Growth Services

 

 

141,005

 

 

 —

 

 

141,005

 

 

5,905

 

 

6,969

 

Customer Technology Services

 

 

141,865

 

 

(611)

 

 

141,254

 

 

10,645

 

 

933

 

Customer Strategy Services

 

 

68,674

 

 

 —

 

 

68,674

 

 

3,355

 

 

(5,691)

 

Total

 

$

1,276,198

 

$

(940)

 

$

1,275,258

 

$

68,675

 

$

52,752

 

 

 

F-24