Press Release

DENVER, Nov. 7, 2018 /PRNewswire/ -- TTEC Holdings, Inc. (NASDAQ: TTEC), a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world's most iconic and disruptive brands, today announced financial results for the third quarter ended September 30, 2018.

"Since the company's founding over 36 years ago our strategy has been consistent, to grow our top and bottom line, and increase shareholder value by building enduring client relationships that deliver exceptional customer experiences. To accomplish this, we are deliberately investing in continuous innovation and transformational change," said Ken Tuchman, chairman and chief executive officer.

"We are executing upon a rapidly growing pipeline across the business with another record quarter of bookings in the third quarter of 2018, increasing 34 percent to $153 million over the same period last year. Our sales momentum is demonstrating how TTEC's offerings are resonating in an ever-expanding customer experience market. Our third quarter revenue of $364.9 million also included a record $50 million contribution from our Customer Technology Services segment, up 45 percent over the prior year, and propelled by a 76 percent year-over-year growth rate in our SaaS-based cloud offering."

"Each of our Customer Strategy, Customer Technology and Customer Growth segments is reaching our strategic financial targets. In addition, we have made progress with our clients in addressing frontline wages in our Customer Management Services' North American business, including several meaningful price increases. We expect improved financial performance in 2019," continued Tuchman.

THIRD QUARTER 2018 FINANCIAL HIGHLIGHTS

Revenue        

• Third quarter 2018 GAAP revenue increased 1.6 percent to $364.9 million compared to $359.0 million in the prior year period.  
• Non-GAAP AHFS/WD revenue increased 2.0 percent to $363.0 million over the prior year period.
• ASC 606 and foreign exchange had a $10.1 million and $6.1 million negative impact, respectively, on revenue in the third quarter 2018.

Income from Operations

• Third quarter 2018 GAAP income from operations was $14.7 million, or 4.0 percent of revenue, compared to $15.8 million, or 4.4 percent of revenue in the third quarter 2017.
• Non-GAAP AHFS/WD income from operations, excluding $2.7 million in restructuring, was $17.4 million or 4.8 percent of adjusted revenue versus 6.4 percent in the prior year.
• ASC 606 and foreign exchange had a $4.1 million negative and $1.1 million positive impact, respectively, on income from operations in the third quarter 2018.

Adjusted EBITDA        

• Non-GAAP Adjusted EBITDA was $38.2 million, or 10.5 percent of revenue, compared to $43.0 million, or 12.0 percent of revenue in the third quarter 2017.
• ASC 606 and foreign exchange had a $4.1 million negative and $0.7 million positive impact, respectively, on Adjusted EBITDA in the third quarter 2018.

Earnings Per Share

• Third quarter 2018 GAAP fully diluted earnings per share attributable to TTEC shareholders was $0.12 compared to $0.32 in the same period last year.
• Non-GAAP fully diluted earnings per share was $0.22 compared to $0.35 in the prior year.
• ASC 606 and foreign exchange had a $0.06 negative and $0.02 positive impact, respectively on earnings per in the third quarter 2018.

Bookings

• During the third quarter 2018, TTEC signed an estimated $153 million in annualized contract value from new and expanded client relationships. The third quarter bookings mix was diversified across segments, verticals, and geographies. 

GAAP metrics are presented in accordance with Generally Accepted Accounting Principles, including the impact from TTEC's January 1, 2018 adoption of Accounting Standards Codification (ASC) 606 "Revenue from Contracts with Customers" using the modified retrospective method.

Non-GAAP AHFS/WD (excluding assets held for sale and wind-down) - As reflected in the attached reconciliation table, the definition of Non-GAAP AHFS/WD excludes from revenue and operating income (i) assets held for sale and wind-down, and (ii) impairment, restructuring and integration charges.

Non-GAAP Adjusted EBITDA (Earnings Before Interest, Tax, Depreciation and Amortization) – As reflected in the attached reconciliation table.

STRONG BALANCE SHEET CONTINUES TO FUND OPERATIONS, DIVIDENDS, AND INVESTMENTS

• As of September 30, 2018, TTEC had cash and cash equivalents of $93.9 million and debt of $296.2 million, resulting in a net debt position of $202.3 million. This compares to a net debt position of $192.0 million in the prior year period.
• As of September 30, 2018, TTEC had approximately $405 million of additional borrowing capacity available under its revolving credit facility versus $390 million in the prior year period.
• Cash flow from operations in the third quarter 2018 was $61.4 million compared to $24.2 million in the third quarter 2017.
• Capital expenditures in the third quarter 2018 were $15.0 million compared to $14.3 million in the third quarter 2017.
• In September 2018, the Board of Directors authorized a semi-annual dividend in the amount of $12.9 million, or 28-cents per share. The dividend was paid on October 19, 2018 to shareholders of record as of October 9, 2018. The authorized and paid dividend represented a 3.7 percent increase over the most recent distribution in April 2018 and a 12.0 percent increase over the distribution paid in October 2017.

SEGMENT REPORTING & COMMENTARY

TTEC reports financial results for the following four business segments: Customer Management Services (CMS), Customer Growth Services (CGS), Customer Technology Services (CTS) and Customer Strategy Services (CSS).  Financial highlights for the segments are provided below.

Customer Management Services (CMS) – Customer Experience Delivery Solutions

• CMS third quarter 2018 GAAP revenue decreased 5.4 percent to $262.4 million compared to $277.4 million in the year ago quarter. Income from operations was $3.6 million or 1.4 percent of revenue compared to $9.1 million or 3.3 percent of revenue in the prior year.
• Non-GAAP income from operations was $6.2 million or 2.4 percent of revenue. This compares to $15.1 million or 5.4 percent of revenue in the prior year.
• ASC 606 had a $10.1 million and $4.1 million negative impact on revenue and income from operations, respectively.

Customer Growth Services (CGS) – Digitally-Enabled Revenue Growth Solutions

• CGS third quarter 2018 GAAP revenue increased 16.4 percent to $35.9 million compared to $30.8 million in the year ago quarter. Income from operations was $2.5 million or 7.1 percent of revenue compared to $1.6 million or 5.1 percent of revenue in the prior year.
• Non-GAAP AHFS/WD revenue increased 21.3 percent to $35.9 million over the year ago period and income from operations was $2.7 million or 7.4 percent of adjusted revenue. This compares to $1.7 million or 5.9 percent of adjusted revenue in the prior year.

Customer Technology Services (CTS) – Hosted and Managed Technology Solutions

• CTS third quarter 2018 GAAP revenue increased 44.6 percent to $50.0 million compared to $34.6 million in the year ago quarter. Income from operations was $6.8 million or 13.6 percent of revenue compared to $4.2 million or 12.0 percent of revenue in the prior year.
• Non-GAAP AHFS/WD revenue increased 44.6 percent to $50.0 million over the year ago period and income from operations was $6.8 million or 13.6 percent of adjusted revenue. This compares to $4.2 million or 12.1 percent of adjusted revenue in the prior year.

Customer Strategy Services (CSS) – Customer Experience Strategy and Data Analytics Solutions

• CSS third quarter 2018 GAAP revenue increased 2.7 percent to $16.7 million from $16.3 million in the year ago quarter. Income from operations was $1.7 million or 10.1 percent of revenue compared to $0.9 million or 5.8 percent of revenue in the prior year.
• Non-GAAP AHFS/WD revenue increased 2.5 percent to $14.8 million over the year ago period and income from operations was $1.7 million or 11.7 percent of adjusted revenue. This compares to operating income of $1.8 million or 12.4 percent of revenue in the prior year.

BUSINESS OUTLOOK

"Our strategy to differentiate our solutions portfolio and improve our go-to-market platform is a catalyst for anticipated renewed organic growth in 2019," commented Regina Paolillo, chief financial and administrative officer. "Market demand for our integrated suite of customer engagement offerings is accelerating with record level bookings in the second and third quarters of 2018, and continued strong bookings expected in the fourth quarter. We are especially pleased with the composition of new business signings in both our Customer Technology Services segment, driven by rapid adoption of our SaaS-based cloud platform and systems integration services, and our Customer Management Services segment."

"We are also pleased with the sequential improvement in our third quarter revenue and operating income, with significant overperformance in our Customer Technology Services segment. As we approach year end, we are keenly focused on delivering performance in line with the guidance provided during our second quarter earnings call, maximizing our seasonal peak fourth-quarter volumes, remediating the challenges impacting our Customer Management Services segment, and executing upon the conversion of our growing pipeline and bookings. We are setting up well for 2019 and anticipate full year higher operating income margins on renewed organic revenue growth," continued Paolillo.

About TTEC 

TTEC Holdings, Inc. (NASDAQ: TTEC) is a leading global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience for many of the world's most iconic and disruptive brands. The Company delivers outcome-based customer engagement solutions through TTEC Digital, its digital consultancy that designs and builds human centric, tech-enabled, insight-driven customer experience solutions for clients and TTEC Engage, its delivery center of excellence, that operates customer acquisition, care, growth and digital trust and safety services. Founded in 1982, the Company's 49,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit www.ttec.com.

NON-GAAP FINANCIAL MEASURES

This press release contains a discussion of certain non-GAAP financial measures that the Company includes to allow investors and analysts to measure, analyze and compare its financial condition and results of operations in a meaningful and consistent manner. A reconciliation of these non-GAAP financial measures can be found in the tables accompanying this press release.

FORWARD-LOOKING STATEMENTS

This earnings release contains forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These statements are based on the current beliefs and expectations of TTEC Holding, Inc.'s management and are subject to significant risks and uncertainties. Actual results may differ from what is expressed in the forward-looking statements. Factors that could cause TTEC's results to differ materially from those described in the forward-looking statements can be found in TTEC's Annual Report on Form 10-K for the year ended December 31, 2017, which has been filed with the U.S. Securities and Exchange Commission (the "SEC") and is available on TTEC's website www.ttec.com, and on the SEC's public website at www.sec.gov. TTEC Holdings, Inc. does not undertake to update any forward-looking statements.

 

 

 

 

 

 

 

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SOURCE TTEC Holdings, Inc.