Revenues

6 Months Ended

Jun. 30, 2021

Revenue From Contract With Customer [Abstract]

Revenues

Note 2. Revenues

Revenues from Contracts with Customers

Revenues for customer experience management solutions and services are recognized over time using output methods such as a per minute, per hour, per call, per transaction or per time and materials basis. RPA services revenues are primarily recognized over time using output methods such as per time and materials basis. Revenues from fulfillment services are recognized upon shipment to the customer and satisfaction of all obligations. Revenues from enterprise support services are recognized over time using output methods such as number of positions filled.

Disaggregated Revenues

The Company disaggregates its revenues from contracts with customers by service type and delivery location (see Note 14, Segments and Geographic Information), for each of its reportable segments, as the Company believes it best depicts how the nature, amount, timing and uncertainty of its revenues and cash flows are affected by economic factors.

The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands):

	Three Months Ended June 30,
	2021			2020
	Amount		% of Revenue	Amount		% of Revenue
Americas:
Customer experience management solutions    and services	$	356,108	79.3%	$	338,963	81.3%
Other revenues		319	0.1%		309	0.1%
Total Americas		356,427	79.4%		339,272	81.4%
EMEA:
Customer experience management solutions    and services		86,950	19.4%		73,285	17.6%
Other revenues		5,505	1.2%		4,276	1.0%
Total EMEA		92,455	20.6%		77,561	18.6%
Other:
Other revenues		3	0.0%		—	0.0%
Total Other		3	0.0%		—	0.0%
	$	448,885	100.0%	$	416,833	100.0%

The following table represents revenues from contracts with customers disaggregated by service type and by the reportable segment for each category for the periods indicated (in thousands):

	Six Months Ended June 30,
	2021			2020
	Amount		% of Revenue	Amount		% of Revenue
Americas:
Customer experience management solutions    and services	$	719,561	79.4%	$	671,577	81.1%
Other revenues		585	0.0%		621	0.1%
Total Americas		720,146	79.4%		672,198	81.2%
EMEA:
Customer experience management solutions    and services		176,286	19.4%		145,918	17.6%
Other revenues		10,336	1.2%		9,876	1.2%
Total EMEA		186,622	20.6%		155,794	18.8%
Other:
Other revenues		3	0.0%		7	0.0%
Total Other		3	0.0%		7	0.0%
	$	906,771	100.0%	$	827,999	100.0%

Trade Accounts Receivable

The Company’s noncurrent trade accounts receivable result from contracts with customers that include renewal provisions and contracts with customers under multi-year arrangements. The Company’s trade accounts receivable, net, consisted of the following (in thousands):

	June 30, 2021		December 31, 2020
Trade accounts receivable, net, current (1)	$	401,251	$	398,112
Trade accounts receivable, net, noncurrent (2)		30,408		30,021
	$	431,659	$	428,133

(1) Included in “Receivables, net” in the accompanying Condensed Consolidated Balance Sheets.

(2) Included in “Deferred charges and other assets” in the accompanying Condensed Consolidated Balance Sheets.  

Deferred Revenue and Customer Liabilities

Deferred revenue and customer liabilities consisted of the following (in thousands):

	June 30, 2021		December 31, 2020
Deferred revenue	$	3,322	$	2,916
Customer arrangements with termination rights		15,479		15,771
Estimated refund liabilities		5,469		6,115
	$	24,270	$	24,802

The Company expects to recognize the majority of its deferred revenue as of June 30, 2021 over the next 180 days. Revenues of $0.1 million and $0.2 million were recognized during the three months ended June 30, 2021 and 2020, respectively, and $2.9 million and $2.9 million were recognized during the six months ended June 30, 2021 and 2020, respectively, from amounts included in deferred revenue at December 31, 2020 and 2019, respectively.

The Company expects to recognize the majority of the customer arrangements with termination rights into revenue as the Company has not historically experienced a high rate of contract terminations.

Estimated refund liabilities are generally resolved within 180 days, once it is determined whether the requisite service levels and client requirements were achieved to settle the contingency.