Goodwill and Other Intangible Assets (Tables)

12 Months Ended

Dec. 31, 2015

Goodwill and Intangible Assets Disclosure [Abstract]

Summary of Changes in Carrying Amount of Goodwill

The following table presents the changes in the carrying amount of goodwill by reportable segment, for the years ended December 31, 2014 and 2015, in thousands:

	Unified Communications Services			Safety Services		Interactive Services			Specialized Agent Services			Total
Balance at January 1, 2014	$	885,416		$	487,390	$	166,063		$	132,336		$	1,671,205
Acquisitions		—			20,198		57,352			157,414			234,964
Foreign currency translation adjustment		(20,848	)		—		(175	)		—			(21,023	)
Acquisition accounting adjustments		—			—		(226	)		—			(226	)
Balance at December 31, 2014		864,568			507,588		223,014			289,750			1,884,920
Acquisitions		24,579			—		23,221			—			47,800
Acquisition accounting adjustments		—			1,091		(44	)		(1,400	)		(353	)
Foreign currency translation adjustments		(15,365	)		—		(1,312	)		—			(16,677	)
Balance at December 31, 2015	$	873,782		$	508,679	$	244,879		$	288,350		$	1,915,690

Summary of Major Intangible Assets

Below is a summary of the major intangible assets for each identifiable intangible asset, in thousands:

	As of December 31, 2015
Intangible assets	Acquired Cost		Accumulated Amortization			Net Intangible Assets
Client Relationships	$	649,494	$	(440,163	)	$	209,331
Technology & Patents		178,027		(96,774	)		81,253
Trade names and trademarks (finite-lived)		103,398		(30,470	)		72,928
Other intangible assets		22,725		(16,216	)		6,509
Total	$	953,644	$	(583,623	)	$	370,021

	As of December 31, 2014
Intangible assets	Acquired Cost		Accumulated Amortization			Net Intangible Assets
Client Relationships	$	622,285	$	(409,611	)	$	212,674
Technology & Patents		168,932		(82,536	)		86,396
Trade names (indefinite-lived)		37,710		—			37,710
Trade names (finite-lived)		65,866		(22,333	)		43,533
Other intangible assets		20,526		(12,673	)		7,853
Total	$	915,319	$	(527,153	)	$	388,166

Summary of Estimated Future Annual Amortization Expense for Intangible Assets

Estimated amortization expense for the next five years for the intangible assets is as follows:

2016	$	62.7 million
2017	$	53.4 million
2018	$	47.6 million
2019	$	42.0 million
2020	$	35.4 million

Summary of Finite-Lived Intangible Assets Acquired in Acquisitions

The following table summarizes the finite-lived intangible assets acquired in the acquisitions made in 2015 and 2014. There were no acquisitions in 2013.

(Amounts in thousands)		Customer Relationships		Technology		Non-Compete Agreements		Trade Marks and Trade Names		Total		Amortization recorded in 2015		Amortization recorded in 2014
Acquisition	Acquisition Date
ClientTell	November 2, 2015	$	22,100	$	2,400	$	1,620	$	180	$	26,300	$	505	$	—
Magnetic North	October 31, 2015		10,197		5,206		433		525		16,361		721		—
SharpSchool	June 2, 2015		4,971		3,480		184		457		9,092		746		—
SchoolReach	November 3, 2014		5,700		760		600		290		7,350		1,674		113
911 Enable	September 2, 2014		15,200		4,900		185		400		20,685		3,223		1,083
Health Advocate	June 13, 2014		82,700		36,360		2,800		30,130		151,990		18,031		10,598
SchoolMessenger	April 21, 2014		28,300		8,800		1,345		1,700		40,145		6,076		4,982
		$	169,168	$	61,906	$	7,167	$	33,682	$	271,923	$	30,976	$	16,776