SEGMENT INFORMATION

12 Months Ended

Dec. 31, 2022

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 systems 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.

The following tables present certain financial data by segment (in thousands):

Year Ended December 31, 2022

							Depreciation		Income
	Gross		Intersegment		Net		&		from
	Revenue		Sales		Revenue		Amortization		Operations
TTEC Digital	$	471,520	$	3	$	471,523	$	33,515	$	33,729
TTEC Engage		1,972,184		—		1,972,184		78,276		134,814
Total	$	2,443,704	$	3	$	2,443,707	$	111,791	$	168,543

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

	For the Year Ended December 31,
	2022		2021		2020
Capital Expenditures
TTEC Digital	$	9,155	$	8,919	$	7,881
TTEC Engage		74,857		51,439		51,891
Total	$	84,012	$	60,358	$	59,772

	December 31,
	2022		2021		2020
Total Assets
TTEC Digital	$	811,258	$	828,255	$	277,365
TTEC Engage		1,342,704		1,168,549		1,239,043
Total	$	2,153,962	$	1,996,804	$	1,516,408

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,
	2022		2021		2020
Revenue
United States / Canada	$	1,738,053	$	1,570,791	$	1,364,812
Philippines / Asia Pacific / India		457,526		476,395		407,325
Latin America		116,553		114,967		98,633
Europe / Middle East / Africa		131,575		110,909		78,478
Total	$	2,443,707	$	2,273,062	$	1,949,248
Property, plant and equipment, gross
United States / Canada	$	631,459	$	620,407	$	590,647
Philippines / Asia Pacific / India		162,857		173,075		178,309
Latin America		41,892		47,540		46,307
Europe / Middle East / Africa		21,435		19,594		23,043
Total	$	857,643	$	860,616	$	838,306
Other long-term assets
United States / Canada	$	56,372	$	68,052	$	55,716
Philippines / Asia Pacific / India		8,826		6,622		10,482
Latin America		1,230		864		912
Europe / Middle East / Africa		1,306		1,735		2,328
Total	$	67,734	$	77,273	$	69,438