SEGMENT INFORMATION

12 Months Ended

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