Segment Reporting, Geographic and Customer Information

12 Months Ended

Dec. 31, 2016

Segment Reporting [Abstract]

Segment Reporting, Geographic and Customer Information

17. SEGMENT REPORTING, GEOGRAPHIC AND CUSTOMER INFORMATION

Our five operating segments (United Communications Services, Telecom Services, Safety Services, Interactive Services, and Specialized Agent Services) are aggregated into four reportable segments as follows:

• Unified Communications Services, including collaboration services, UCaaS services and telecom services;

• Safety Services, including carrier services, next generation 9-1-1, government solutions and advanced solutions;

• Interactive Services, including outbound (proactive notifications – voice, text/SMS and chat), inbound speech solutions (IVR), cloud contact center technologies, web, mobile and professional services; and

• Specialized Agent Services which includes healthcare advocacy services, revenue generation and cost management services.

	For the year ended December 31,
(Amounts in thousands)	2016			2015			2014
Revenue:
Unified Communications Services	$	1,425,281		$	1,467,711		$	1,491,639
Safety Services		296,320			281,391			278,317
Interactive Services		300,739			265,664			235,481
Specialized Agent Services		281,542			276,983			224,621
Intersegment eliminations		(11,919	)		(11,490	)		(11,464	)
Total	$	2,291,963		$	2,280,259		$	2,218,594
Depreciation and Amortization
(Included in Operating Income):
Unified Communications Services	$	82,371		$	83,183		$	89,448
Safety Services		44,668			50,494			48,115
Interactive Services		37,395			30,595			25,075
Specialized Agent Services		30,248			27,992			17,899
Total	$	194,682		$	192,264		$	180,537
Operating Income:
Unified Communications Services	$	327,195		$	377,850		$	366,438
Safety Services		54,703			22,408			31,052
Interactive Services		30,631			25,044			35,604
Specialized Agent Services		16,438			30,468			31,858
Corporate Other - Unallocated		15,247			680			(3,545	)
Total	$	444,214		$	456,450		$	461,407
Cash Capital Expenditures:
Unified Communications Services	$	42,854		$	60,639		$	46,860
Safety Services		31,339			23,628			31,706
Interactive Services		22,197			22,151			15,121
Specialized Agent Services		11,109			12,632			6,592
Corporate		19,082			17,760			30,039
Total	$	126,581		$	136,810		$	130,318

	As of December 31,
	2016		2015		2014
Assets:
Unified Communications Services	$	1,459,919	$	1,525,890	$	1,337,667
Safety Services		772,308		786,447		787,889
Interactive Services		430,722		430,793		353,253
Specialized Agent Services		468,384		491,449		443,737
Corporate		309,505		302,966		516,765
Total from continuing operations		3,440,838		3,537,545		3,439,311
Assets held for sale		—		17,672		304,605
Total	$	3,440,838	$	3,555,217	$	3,743,916

For 2016, 2015 and 2014, our largest 100 clients represented approximately 43%, 44% and 47% of total revenue, respectively. In 2016, 2015 and 2014, no client represented more than 6% of our aggregate revenue.

For 2016, 2015 and 2014, revenue from the United Kingdom accounted for 12%, 13% and 13% of consolidated revenue, respectively. The United Kingdom was the only foreign country which accounted for greater than 10% of revenue. Revenue is attributed to the legal entity that has the contractual obligation with the customer regardless of the customer’s location or the currency used for billing purposes. Geographic information by organizational region for revenue and long-lived assets is noted, in thousands, below.

Revenue:	For the year Ended December 31, 2016
	Unified						Specialized
	Communication		Safety		Interactive		Agent		Intersegment
	Services		Services		Services		Services		Eliminations			Total
Americas - United States	$	982,319	$	290,620	$	290,986	$	281,542	$	(11,919	)	$	1,833,548
Europe, Middle East & Africa		292,843		84		2,672		—		—			295,599
Asia - Pacific		140,703		632		2,266		—		—			143,601
America - Other		9,416		4,984		4,815		—		—			19,215
Total	$	1,425,281	$	296,320	$	300,739	$	281,542	$	(11,919	)	$	2,291,963
	For the year Ended December 31, 2015
	Unified						Specialized
	Communication		Safety		Interactive		Agent		Intersegment
	Services		Services		Services		Services		Eliminations			Total
Americas - United States	$	1,010,262	$	276,262	$	260,051	$	276,983	$	(11,490	)	$	1,812,068
Europe, Middle East & Africa		308,841		34		1,930		—		—			310,805
Asia - Pacific		138,595		303		2,951		—		—			141,849
America - Other		10,013		4,792		732		—		—			15,537
Total	$	1,467,711	$	281,391	$	265,664	$	276,983	$	(11,490	)	$	2,280,259
	For the year Ended December 31, 2014
	Unified						Specialized
	Communication		Safety		Interactive		Agent		Intersegment
	Services		Services		Services		Services		Eliminations			Total
Americas - United States	$	1,002,157	$	271,278	$	230,075	$	224,621	$	(11,464	)	$	1,716,667
Europe, Middle East & Africa		323,173		3		1,290		—		—			324,466
Asia - Pacific		150,028		300		3,300		—		—			153,628
America - Other		16,281		6,736		816		—		—			23,833
Total	$	1,491,639	$	278,317	$	235,481	$	224,621	$	(11,464	)	$	2,218,594

Long-Lived Assets:	As of December 31,
	2016		2015		2014
Americas—United States	$	2,546,361	$	2,593,739	$	2,612,394
Europe, Middle East & Africa		172,439		195,203		176,817
Asia—Pacific		18,495		21,151		17,891
Americas—Other		9,248		1,952		1,816
Total	$	2,746,543	$	2,812,045	$	2,808,918

The decline in Europe, Middle East and Africa ("EMEA") revenue in 2016 was due primarily to the foreign exchange translation as a result of the decline in value of the British Pound Sterling. The decline in EMEA and Asia-Pacific revenue in 2015 was primarily due to the negative impact of foreign currency translation adjustments.

The aggregate gain (loss) on transactions denominated in currencies other than the functional currency of West Corporation or any of its subsidiaries was approximately $(0.9) million, $(2.5) million and $2.0 million in 2016, 2015 and 2014, respectively.