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STOCK-BASED COMPENSATION PLANS (Tables)

12 Months Ended

Dec. 31, 2011

Amount of Stock-Based Compensation, Net of Estimated Forfeitures, Included in Consolidated Statements of Operations

The following table summarizes the amount of stock-based compensation, net of estimated forfeitures, included in the consolidated statements of operations (in thousands):


	Year ended December 31,
	2011		2010		2009
Direct costs of customer support	$	659	$	755	$	974
Sales and marketing		835		944		1,395
General and administrative		2,489		2,932		3,244
	$	3,983	$	4,631	$	5,613

Stock Option Activity

Stock option activity during the year ended December 31, 2011 under all of our stock-based compensation plans was as follows (shares in thousands):


	Shares			Weighted Average Exercise Price
Balance, December 31, 2010		4,468		$	6.08
Granted		1,683			6.81
Exercised		(332	)		3.97
Forfeitures and post-vesting cancellations		(1,176	)		7.51
Balance, December 31, 2011		4,643		$	6.13
Exercisable, December 31, 2011		2,105		$	6.67

Fully Vested and Exercisable Stock Options and Stock Options Expected to Vest

Fully vested and exercisable stock options and stock options expected to vest as of December 31, 2011 are further summarized as follows (shares in thousands):


	Fully Vested and Exercisable		Expected to Vest
Total shares		2,105		4,245
Weighted-average exercise price	$	6.67	$	6.13
Aggregate intrinsic value	$	2,828,900	$	4,701,402

Weighted-average remaining contractual term, in years		6.4		7.5

Restricted Stock Activity

Restricted stock activity during the year ended December 31, 2011 was as follows (shares in thousands):


	Shares			Weighted- Average Grant Date Fair Value
Unvested balance, December 31, 2010		1,259		$	4.25
Granted		503			6.31
Vested		(378	)		4.34
Forfeited		(219	)		4.42

Unvested balance, December 31, 2011		1,165		$	5.10

Total Unrecognized Compensation Costs Related to Unvested Stock-Based Compensation

Total unrecognized compensation costs related to unvested stock-based compensation as of December 31, 2011 was as follows (dollars in thousands):


	Stock Options		Restricted Stock			Total
Unrecognized compensation	$	5,898		$	2,556		$	8,454
Weighted-average remaining recognition period (in years)		2.7			2.2			2.5

- Definition

Tabular disclosure of components of a stock option or other award plan under which equity-based compensation is awarded to employees, typically comprised of the amount of unearned compensation (deferred compensation cost), compensation expense, and changes in the quantity and fair value of the shares (or other type of equity) granted, exercised, forfeited, and issued and outstanding pertaining to that plan. Disclosure may also include nature and general terms of such arrangements that existed during the period and potential effects of those arrangements on shareholders, effect of compensation cost arising from equity-based payment arrangements on the income statement, method of estimating the fair value of the goods or services received, or the fair value of the equity instruments granted, during the period, cash flow effects resulting from equity-based payment arrangements and, for registrants that accelerate vesting of out of the money share options, reasons for the decision to accelerate.

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- Definition

Tabular disclosure of the allocation of equity-based compensation costs to a given line item on the balance sheet and income statement for the period. This may include the reporting line for the costs and the amount capitalized and expensed.

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