0001102993-21-000031 | 10-K | XBRL Viewer

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Cover - USD ($)	12 Months Ended
Cover - USD ($)	Dec. 31, 2020	Feb. 26, 2021	Jun. 30, 2020
Cover [Abstract]
Document Type	10-K
Document Annual Report	true
Document Period End Date	Dec. 31, 2020
Current Fiscal Year End Date	--12-31
Document Transition Report	false
Entity File Number	000-30141
Entity Registrant Name	LIVEPERSON, INC.
Entity Central Index Key	0001102993
Document Fiscal Year Focus	2020
Document Fiscal Period Focus	FY
Amendment Flag	false
Entity Incorporation, State or Country Code	DE
Entity Tax Identification Number	13-3861628
Entity Address, Address Line One	475 Tenth Avenue, 5th Floor
Entity Address, City or Town	New York
Entity Address, State or Province	NY
Entity Address, Postal Zip Code	10018
City Area Code	212
Local Phone Number	609-4200
Title of 12(b) Security	Common Stock, par value $0.001 per share
Trading Symbol	LPSN
Security Exchange Name	NASDAQ
Entity Well-known Seasoned Issuer	No
Entity Voluntary Filers	No
Entity Current Reporting Status	Yes
Entity Interactive Data Current	Yes
Entity Filer Category	Large Accelerated Filer
Entity Small Business	false
Entity Emerging Growth Company	false
ICFR Auditor Attestation Flag	true
Entity Shell Company	false
Entity Public Float			$ 2,500,040,734
Entity Common Stock, Shares Outstanding		67,784,058
Documents Incorporated by Reference	Portions of the registrant’s definitive proxy statement for the 2021 Annual Meeting of Stockholders, which we plan to file subsequent to the date hereof, are incorporated by reference into Items 10, 11, 12, 13 and 14 of Part III of this Form 10-K.

Consolidated Balance Sheets - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
CURRENT ASSETS:
Cash and cash equivalents	$ 654,152	$ 176,523
Accounts receivable, net of allowance for doubtful accounts of $5,344 and $3,070, in 2020 and 2019, respectively	80,423	87,620
Prepaid expenses and other current assets	14,236	13,964
Total current assets	748,811	278,107
Operating lease right of use asset	614	15,680
Property and equipment, net	106,055	76,236
Contract acquisition costs	41,021	31,965
Intangibles, net	10,927	11,812
Goodwill	95,192	94,987
Deferred tax assets	2,032	2,179
Other assets	1,780	1,744
Total assets	1,006,432	512,710
CURRENT LIABILITIES:
Accounts payable	14,115	12,302
Accrued expenses and other current liabilities	99,870	62,778
Deferred revenue	88,848	88,751
Operating lease liability	5,718	6,602
Total current liabilities	208,551	170,433
Deferred revenue, net of current portion	409	438
Convertible senior notes, net	538,432	179,012
Other liabilities	6,304	72
Operating lease liability, net of current portion	7,180	12,865
Deferred tax liability	1,622	1,355
Total liabilities	762,498	364,175
Commitments and contingencies
STOCKHOLDERS' EQUITY:
Preferred stock, $0.001 par value - 5,000,000 shares authorized, none issued	0	0
Common stock, $0.001 par value - 200,000,000 and 200,000,000 shares authorized, 70,264,265 and 66,543,073 shares issued, and 67,554,435 and 63,833,243 shares outstanding as of December 31, 2020 and 2019, respectively	70	67
Additional paid-in capital	635,672	436,557
Treasury stock, at cost; 2,709,830 shares	(3)	(3)
Accumulated deficit	(391,885)	(283,562)
Accumulated other comprehensive income (loss)	80	(4,524)
Total stockholders’ equity	243,934	148,535
Total liabilities and stockholders’ equity	$ 1,006,432	$ 512,710

Consolidated Balance Sheets (Parenthetical) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Statement of Financial Position [Abstract]
Accounts receivable, allowance for doubtful accounts	$ 5,344	$ 3,070
Preferred stock, par value (in dollars per share)	$ 0.001	$ 0.001
Preferred stock, shares authorized (in shares)	5,000,000	5,000,000
Preferred stock, shares issued (in shares)	0	0
Common stock, par value (in dollars per share)	$ 0.001	$ 0.001
Common stock, shares authorized (in shares)	200,000,000	200,000,000
Common stock, shares issued (in shares)	70,264,265	66,543,073
Common stock, shares outstanding (in shares)	67,554,435	63,833,243
Treasury stock, at cost (in shares)	2,709,830	2,709,830

Consolidated Statements of Operations - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Statement [Abstract]
Revenue	$ 366,620	$ 291,609	$ 249,838
Costs and expenses:
Cost of revenue	106,268	78,878	62,479
Sales and marketing	149,773	156,814	103,344
General and administrative	60,557	56,967	45,873
Product development	108,414	82,145	55,707
Restructuring costs	29,420	2,043	4,468
Amortization of purchased intangibles	1,639	1,794	1,670
Total costs and expenses	456,071	378,641	273,541
Loss from operations	(89,451)	(87,032)	(23,703)
Other (expense) income, net
Interest (expense) income	(14,334)	(7,407)	22
Other (expense) income, net	(1,343)	1,213	(493)
Total Other (expense) income, net	(15,677)	(6,194)	(471)
Loss before provision for income taxes	(105,128)	(93,226)	(24,174)
Provision for income taxes	2,466	2,845	858
Net loss	$ (107,594)	$ (96,071)	$ (25,032)
Net loss per share of common stock:
Basic (in dollars per share)	$ (1.63)	$ (1.53)	$ (0.42)
Diluted (in dollars per share)	$ (1.63)	$ (1.53)	$ (0.42)
Weighted-average shares used to compute net loss income per share:
Basic (in shares)	65,888,450	62,593,026	59,203,400
Diluted (in shares)	65,888,450	62,593,026	59,203,400

Consolidated Statements of Operations (Parenthetical) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Stock-based compensation expense	$ 65,946	$ 44,105	$ 14,841
Depreciation and amortization	22,826	16,366	14,188
Cost of revenue
Stock-based compensation expense	6,511	4,218	996
Depreciation and amortization	10,082	8,557	7,831
Amortization of purchased intangibles	1,913	1,138	1,143
Sales and marketing
Stock-based compensation expense	16,106	10,010	5,374
Depreciation and amortization	2,268	1,642	1,520
General and administrative
Stock-based compensation expense	15,772	12,216	4,921
Depreciation and amortization	239	908	1,083
Product development
Stock-based compensation expense	27,557	17,661	3,550
Depreciation and amortization	$ 10,237	$ 5,259	$ 3,754

Consolidated Statements of Comprehensive Loss - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Statement of Comprehensive Income [Abstract]
Net loss	$ (107,594)	$ (96,071)	$ (25,032)
Foreign currency translation adjustment	4,604	(93)	(1,896)
Comprehensive loss	$ (102,990)	$ (96,164)	$ (26,928)

- Definition

The portion of profit or loss for the period, net of income taxes, which is attributable to the parent.

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+ Details

Consolidated Statements of Stockholders' Equity - USD ($) $ in Thousands	Total	Accounting standard adoption adjustment	Common Stock	Treasury Stock	Additional Paid-In Capital	Accumulated Deficit	Accumulated Deficit Accounting standard adoption adjustment	Accumulated Other Comprehensive Loss
Beginning Balance (in shares) at Dec. 31, 2017			59,663,969	(2,587,535)
Beginning Balance at Dec. 31, 2017	$ 140,063	$ 676	$ 60	$ (3)	$ 305,676	$ (163,135)	$ 676	$ (2,535)
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options (in shares)	3,120,000		3,120,404
Common stock issued upon exercise of stock options	$ 32,791		$ 3		32,788
Common stock issued upon vesting of restricted stock units (in shares)			361,539
Common stock issued upon vesting of restricted stock units	1		$ 1
Stock-based compensation	14,841				14,841
Bonus cash payment settled in shares of the Company's common stock	0
Common stock issued under Employee Stock Purchase Plan (in shares)			150,989
Common stock issued under Employee Stock Purchase Plan	2,480				2,480
Common stock repurchase (in shares)				(93,750)
Common stock repurchase	(1,345)				(1,345)
Issuance of common stock in connection with acquisitions (in shares)			379,328
Issuance of common stock in connection with acquisitions	8,150				8,150
Net loss	(25,032)					(25,032)
Other comprehensive income (loss)	(1,896)							(1,896)
Ending Balance (in shares) at Dec. 31, 2018			63,676,229	(2,681,285)
Ending Balance at Dec. 31, 2018	$ 170,729		$ 64	$ (3)	362,590	(187,491)		(4,431)
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options (in shares)	1,523,000		1,523,018
Common stock issued upon exercise of stock options	$ 16,918		$ 2		16,916
Common stock issued upon vesting of restricted stock units (in shares)			1,197,576
Common stock issued upon vesting of restricted stock units	1,000		$ 1		999
Stock-based compensation	25,083				25,083
Bonus cash payment settled in shares of the Company's common stock	0
Common stock issued under Employee Stock Purchase Plan (in shares)			146,250
Common stock issued under Employee Stock Purchase Plan	4,142				4,142
Common stock repurchase (in shares)				(28,545)
Common stock repurchase	(903)				(903)
Equity component of convertible senior notes	52,900				52,900
Equity component of convertible senior notes issuance costs	(1,986)				(1,986)
Purchase of capped call option	(23,184)				(23,184)
Net loss	(96,071)					(96,071)
Other comprehensive income (loss)	(93)							(93)
Ending Balance (in shares) at Dec. 31, 2019			66,543,073	(2,709,830)
Ending Balance at Dec. 31, 2019	$ 148,535	$ (729)	$ 67	$ (3)	436,557	(283,562)	$ (729)	(4,524)
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Common stock issued upon exercise of stock options (in shares)	1,683,000		1,683,315
Common stock issued upon exercise of stock options	$ 21,354		$ 1		21,353
Common stock issued upon vesting of restricted stock units (in shares)			915,827
Common stock issued upon vesting of restricted stock units	$ 1		$ 1
Common stock as earnout payment in connection with AdvantageTec Inc. (in shares)	11,508		11,508
Common stock as earnout payment in connection with AdvantageTec Inc.	$ 293				293
Stock-based compensation	$ 36,132				36,132
Bonus cash payment settled in shares of the Company's common stock (in shares)	991,905		991,905
Bonus cash payment settled in shares of the Company's common stock	$ 24,657		$ 1		24,656
Common stock issued under Employee Stock Purchase Plan (in shares)			118,637
Common stock issued under Employee Stock Purchase Plan	4,002				4,002
Equity component of convertible senior notes	162,534				162,534
Equity component of convertible senior notes issuance costs	(3,797)				(3,797)
Purchase of capped call option	(46,058)				(46,058)
Net loss	(107,594)					(107,594)
Other comprehensive income (loss)	4,604							4,604
Ending Balance (in shares) at Dec. 31, 2020			70,264,265	(2,709,830)
Ending Balance at Dec. 31, 2020	$ 243,934		$ 70	$ (3)	$ 635,672	$ (391,885)		$ 80

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
OPERATING ACTIVITIES:
Net loss	$ (107,594)	$ (96,071)	$ (25,032)
Adjustments to reconcile net loss to net cash provided by (used in) operating activities:
Stock-based compensation expense	65,946	44,105	14,841
Depreciation and amortization	22,826	16,366	14,188
Loss on disposal	5,147	0	0
Amortization of tenant allowance	0	(516)	(326)
Amortization of purchased intangibles and finance leases	3,552	2,932	2,813
Amortization of debt issuance costs	1,340	956	0
Accretion of debt discount on convertible senior notes	11,564	7,605	0
Change in fair value of contingent consideration	(263)	(328)	0
Provision for doubtful accounts, net	3,211	2,159	1,788
Deferred income taxes	579	(1,207)	(309)
Changes in operating assets and liabilities:
Accounts receivable	6,371	(43,757)	(9,662)
Prepaid expenses and other current assets	23	(4,712)	(12,993)
Contract acquisition costs noncurrent	(6,463)	(13,718)	(1,635)
Other assets	(37)	(30)	(107)
Accounts payable	(733)	3,808	2,199
Accrued expenses and other current liabilities	22,931	(10,882)	(205)
Deferred revenue	(3,118)	33,953	19,005
Decrease in net operating lease asset and liability	8,276	388	0
Deferred tax liability	0	0	0
Other liabilities	47	(209)	214
Net cash provided by (used in) operating activities	33,605	(59,158)	4,779
INVESTING ACTIVITIES:
Purchases of property and equipment, including capitalized software	(41,641)	(47,582)	(21,938)
Payments for acquisitions and intangible assets, net of cash acquired	(1,835)	(924)	(7,286)
Cash held as collateral	0	0	1,451
Net cash used in investing activities	(43,476)	(48,506)	(27,773)
FINANCING ACTIVITIES:
Principal payments for financing leases	(1,154)	0	0
Repurchase of common stock	0	(903)	(1,345)
Proceeds from issuance of common stock in connection with the exercise of options and ESPP	25,355	21,060	35,271
Proceeds from issuance of convertible senior notes	517,500	230,000	0
Payment of issuance costs in connection with convertible senior notes	(11,800)	(8,635)	0
Payment related to contingent consideration	0	(487)	0
Purchase of capped call option	(46,058)	(23,184)	0
Net cash provided by financing activities	483,843	217,851	33,926
EFFECT OF FOREIGN EXCHANGE RATE CHANGES ON CASH AND CASH EQUIVALENTS	3,657	(113)	(598)
CHANGE IN CASH AND CASH EQUIVALENTS	477,629	110,074	10,334
CASH AND CASH EQUIVALENTS - Beginning of the year	176,523	66,449	56,115
CASH AND CASH EQUIVALENTS - End of the year	654,152	176,523	66,449
SUPPLEMENTAL DISCLOSURE OF OTHER CASH FLOW INFORMATION:
Cash paid for income taxes	4,651	3,304	5,144
Cash paid for interest	1,931	848	0
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Purchase of property and equipment recorded in accounts payable	1,638	1,198	190
Leasehold improvements funded by landlord	0	0	1,551
Right of use assets obtained in exchange for operating lease liabilities	0	21,588	0
Right of use assets obtained in exchange for finance lease liabilities	10,818	0	0
Issuance of shares of common stock as earn-out payment in connection with AdvantageTec Inc.	$ 293
Issuance of shares of common stock as earn-out payment in connection with AdvantageTec Inc. (in shares)	11,508
Issuance of shares of common stock to settle cash awards	$ 24,657	0	0
Issuance of shares of common stock to settle cash awards (in shares)	991,905
Conversable Dec 13 2019
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Issuance of shares of common stock in connection with acquisition	$ 0	$ 1,000	0
Issuance of shares of common stock in connection with acquisition (in shares)		38,462
BotCentral
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Issuance of shares of common stock in connection with acquisition	0	$ 0	$ 1,000
Issuance of shares of common stock in connection with acquisition (in shares)			85,861
Conversable Sep 27 2018
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Issuance of shares of common stock in connection with acquisition	0	0	$ 2,850
Issuance of shares of common stock in connection with acquisition (in shares)			115,385
Conversable Inc
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Fair value of contingent earn-out in connection with the acquisition recorded in accrued expenses	0	0	$ 1,496
AdvantageTec
SUPPLEMENTAL DISCLOSURE OF NON-CASH INVESTING AND FINANCING ACTIVITIES:
Issuance of shares of common stock in connection with acquisition	0	0	$ 4,300
Issuance of shares of common stock in connection with acquisition (in shares)			178,082
Fair value of contingent earn-out in connection with the acquisition recorded in accrued expenses	0	0	$ 876
Issuance of shares of common stock as earn-out payment in connection with AdvantageTec Inc.	$ 293	$ 0	$ 0

Description of Business and Summary of Significant Accounting Policies

12 Months Ended

Dec. 31, 2020

Accounting Policies [Abstract]

Description of Business and Summary of Significant Accounting Policies

LivePerson was incorporated in the State of Delaware in November 1995 and the LivePerson service was introduced in November 1998. In April 2000, the company completed an initial public offering and is currently traded on the NASDAQ Global Select Market and the Tel Aviv Stock Exchange. LivePerson is headquartered in New York City. In light of the COVID-19 pandemic and the company’s strong performance working remotely, LivePerson has adopted an “employee-centric” workforce model that does not rely on traditional offices.

LivePerson, Inc. (“LivePerson”, the “Company”, “we” or “our”) makes life easier for people and brands everywhere through trusted Conversational AI. Conversational AI allows humans and machines to interact using natural language, including speech or text. During the past decade, consumers have made mobile devices the center of their digital lives, and they have made mobile messaging the center of communication with friends, family and peers. This trend has been significantly accelerated by the COVID-19 pandemic and can now be viewed as a permanent, structural shift in consumer behavior. Our technology enables consumers to connect with businesses through these same preferred conversational interfaces, including Facebook Messenger, SMS, WhatsApp, Apple Business Chat, Google Rich Business Messenger and Alexa. These messaging conversations harness human agents, bots and Artificial Intelligence (AI) to power convenient, personalized and content-rich journeys across the entire consumer lifecycle, from discovery and research, to sales, service and support, and increasingly marketing, social, and brick and mortar engagements. For example, consumers can look up product info like ratings, images and pricing, search for stores, see product inventory, schedule appointments, apply for credit, approve repairs, and make purchases or payments - all without ever leaving the messaging channel. These AI and human-assisted conversational experiences constitute the Conversational Space, within which LivePerson has strategically developed one of the industry's largest ecosystems of messaging endpoints and use cases.

The Conversational Cloud, our enterprise-class cloud-based platform, enables businesses to become conversational by securely deploying AI-powered messaging at scale for brands with tens of millions of customers and many thousands of agents. The Conversational Cloud powers conversations across each of a brand’s primary digital channels, including mobile apps, mobile and desktop web browsers, short message service (SMS), social media and third-party consumer messaging platforms. Brands can also use the Conversational Cloud to message consumers when they dial a 1-800 number instead of forcing them to navigate interactive voice response systems (IVRs) and wait on hold. Similarly, the Conversational Cloud can ingest traditional emails and convert them into messaging conversations, or embed messaging conversations directly into web advertisements, rather than redirect consumers to static website landing pages. Agents can manage all conversations with consumers through a single console interface, regardless of where the conversations originated.

LivePerson's robust, cloud-based suite of rich messaging, real-time chat, AI and automation offerings features consumer and agent facing bots, intelligent routing and capacity mapping, real-time intent detection and analysis, queue prioritization, customer sentiment, analytics and reporting, content delivery, Payment Card Industry (PCI) compliance, cobrowsing and a sophisticated proactive targeting engine. An extensible application programming interface (API) stack facilitates a lower cost of ownership by facilitating robust integration into back-end systems, as well as enabling developers to build their own programs and services on top of the platform. More than 40 APIs and software development kits are available on the Conversational Cloud.

LivePerson’s Conversational AI offerings put the power of bot development, training, management and analysis into the hands of the contact center and its agents, the teams most familiar with how to structure sales and service conversations to drive successful outcomes. The platform enables what we call “the tango” of humans, AI and bots, whereby human agents act as bot managers, overseeing AI-powered conversations and seamlessly stepping into the flow when a personal touch is needed. Agents become ultra-efficient, leveraging the AI engine to serve up relevant content, define next-best actions and take over repetitive transactional work, so that the agent can focus on relationship building. By seamlessly integrating messaging with our proprietary Conversational AI, as well as third-party bots, the Conversational Cloud offers brands a comprehensive approach to scaling automations across their millions of customer conversations.

LivePerson's consumer services offering is an online marketplace that connects independent service providers (Experts) who provide information and knowledge for a fee via mobile and online messaging with individual consumers (Users). Users seek assistance and advice in various categories including personal counseling and coaching, computers and programming, education and tutoring, spirituality and religion, and other topics.

Principles of Consolidation

The consolidated financial statements reflect the operations of LivePerson and its wholly-owned subsidiaries. All significant intercompany balances and transactions have been eliminated in consolidation.

Use of Estimates

The preparation of the consolidated financial statements in accordance with accounting principles generally accepted in the United States of America (“GAAP”) requires the Company’s management to make a number of estimates and assumptions relating to the reported amounts of assets and liabilities, the disclosure of contingent assets and liabilities at the date of the consolidated financial statements and the reported amounts of revenue and expenses during the period. Significant items subject to such estimates and assumptions include revenue recognition, stock-based compensation, accounts receivable, the valuation of goodwill and intangible assets, income taxes and legal contingencies. Actual results could differ from those estimates.

Concentration of Credit Risk

Financial instruments that potentially subject the Company to significant concentrations of credit risk consist primarily of cash and cash equivalents and accounts receivable which approximate fair value at December 31, 2020 because of the short-term nature of these instruments. The Company invests its cash and cash equivalents with financial institutions that it believes are of high quality, and the Company performs periodic evaluations of these instruments and the relative credit standings of the institutions with which it invests. At certain times, the Company’s cash balances with any one financial institution may exceed Federal Deposit Insurance Corporation insurance limits. The Company believes it mitigates its risk by depositing its cash balances with high credit, quality financial institutions.

The Company performs ongoing credit evaluations of its customers’ financial condition (except for customers who purchase the LivePerson services by credit card via Internet download) and has established an allowance for doubtful accounts based upon factors surrounding the credit risk of customers, historical trends and other information. Concentration of credit risk is limited due to the Company’s large number of customers. No single customer accounted for or exceeded 10% of revenue in 2020, 2019 and 2018 No single customer accounted for or exceeded 10% of the Company’s total accounts receivable in 2020 and 2018. Two customers exceeded 10% of the Company's total accounts receivable in 2019.

Foreign Currency Translation

The Company’s operations are conducted in various countries around the world and the financial statements of its foreign subsidiaries are reported in the applicable foreign currencies (functional currencies). Financial information is translated from the applicable functional currency to the U.S. dollar (the reporting currency) for inclusion in the Company’s consolidated financial statements. Income, expenses and cash flows are translated at weighted average exchange rates prevailing during the fiscal period, and assets and liabilities are translated at fiscal period-end exchange rates. Resulting translation adjustments are included as a component of accumulated other comprehensive income (loss) in stockholders’ equity. Foreign exchange transaction gain or losses are included in Other Income (Expense), net in the accompanying consolidated statements of operations.

Cash and Cash Equivalents

The Company considers all highly liquid securities with original maturities of three months or less when acquired to be cash equivalents. Cash equivalents, which primarily consist of money market funds, are recorded at cost, which approximates fair value.

Accounts Receivable

Accounts receivable are recorded at the invoiced amount and do not bear interest. The allowance for doubtful accounts is the Company’s best estimate of the amount of probable credit losses in the Company’s existing accounts receivable. The Company determines the allowance based on historical write-off experience. The Company reviews its allowance for doubtful accounts monthly. Past due balances over 90 days and over a specified amount are reviewed individually for collectability. All other balances are reviewed on a pooled basis. Account balances are charged off against the allowance after all means of collection have been exhausted and the potential for recovery is considered remote. The Company does not have any off-balance sheet credit exposure related to its customers. The activity in the allowance for doubtful accounts is as follows (amounts in thousands):


Year Ended December 31,	Beginning Balance		Additions Charged to Costs and Expenses		Deductions / Write-Offs		ASU 2016-13 (Topic 326) Adjustment		Ending Balance
2018	$	1,318	$	1,788	$	(830)	$	—	$	2,276
2019	$	2,276	$	2,159	$	(1,365)	$	—	$	3,070
2020	$	3,070	$	3,211	$	(1,666)	$	729	$	5,344

Property and Equipment

Property and equipment are stated at cost, net of accumulated depreciation, and amortization. Depreciation and amortization is calculated using the straight-line method over the estimated useful lives of the related assets, generally three to five years for equipment and software. Leasehold improvements are amortized using the straight-line method over the shorter of the lease term or the estimated useful life of the asset. Depreciation expense, which includes amortization of internal use software totaled $22.8 million, $16.4 million, and $14.2 million for the years ended December 31, 2020, 2019 and 2018, respectively.

Internal-Use Software Development Costs

In accordance with the Financial Accounting Standards Board (“FASB”) Accounting Standards Codification (“ASC”) 350-40, ‘‘Internal-Use Software’’, the Company capitalizes its costs to develop its internal use software when preliminary development efforts are successfully completed, management has authorized and committed project funding, and it is probable that the project will be completed and the software will be used as intended. These costs are included in property and equipment in the Company's consolidated balance sheets and are amortized on a straight-line basis over the estimated useful life of the related asset, which approximates five years. Costs incurred prior to meeting these criteria, together with costs incurred for training and maintenance, are expensed as incurred.

The Company capitalized internal-use software costs of $33.9 million, $29.1 million, and $11.7 million for the years ended December 31, 2020, 2019 and 2018, respectively.

Goodwill and Intangible Assets

Goodwill represents the excess of the aggregate purchase price over the fair value of net identifiable assets acquired in a business combination. Goodwill is not amortized and is tested for impairment at least annually or whenever events or changes in circumstances indicate that the carrying value may not be recoverable. The Company has determined that it operates as two reporting units and has selected September 30 as the date to perform its annual impairment test. In the valuation of goodwill, management must make assumptions regarding estimated future cash flows to be derived from the Company's business. If these estimates or their related assumptions change in the future, the Company may be required to record impairment for these assets.

The Company has the option to first perform a qualitative assessment to determine if it is more likely than not that the fair value of a reporting unit is less than its carrying amount. However, the Company may elect to bypass the qualitative assessment and proceed directly to the quantitative impairment tests. The impairment test involves comparing the fair value of the reporting unit to its carrying value, including goodwill. A goodwill impairment will be the amount by which a reporting unit’s carrying value exceeds its fair value. The impairment is limited to the carrying amount of goodwill.

No goodwill impairment charges have been recorded for any period presented.

Intangible assets with estimable useful lives are amortized over their respective estimated useful lives to their estimated residual values, and reviewed for impairment in accordance with ASC 360-10-35, “Accounting for Impairment or Disposal of Long-Lived Assets.”

Acquired intangible assets consist of identifiable intangible assets, primarily developed technology and customer relationships, resulting from our acquisitions. Intangible assets are recorded at fair value on the date of acquisition.

Business Combinations

Business combinations are accounted for using the acquisition method and accordingly, the assets acquired (including identified intangible assets), the liabilities assumed and any noncontrolling interest in the acquired business are recorded at their acquisition date fair values. The Company’s acquisition model typically provides for an initial payment at closing and for

future additional contingent purchase price obligations. Contingent purchase price obligations are recorded as deferred acquisition consideration on the balance sheet at the acquisition date fair value and are remeasured at each reporting period. Changes in such estimated values are recorded in the results of operations. For further information, see Note 8 of the Notes to the Consolidated Financial Statements included herein.

For each acquisition, the Company undertakes a detailed review to identify other intangible assets and a valuation is performed for all such identified assets. The Company uses several market participant measurements to determine estimated value. This approach includes consideration of similar and recent transactions, as well as utilizing discounted expected cash flow methodologies. A substantial portion of the intangible asset value that the Company acquires is the specialized know-how of the workforce, which is treated as part of goodwill and is not required to be valued separately. The majority of the value of the identifiable intangible assets acquired is derived from customer relationships, including the related customer contracts, as well as trade names. In executing the Company’s overall acquisition strategy, one of the primary drivers in identifying and executing a specific transaction is the existence of, or the ability to, expand the existing client relationships. The expected benefits of the Company’s acquisitions are typically shared across multiple agencies and regions.

Impairment of Long-Lived Assets

The carrying amounts of our long-lived assets, including property and equipment, lease right-of-use assets, capitalized internal-use software, costs to obtain customer contracts, and acquired intangible assets, are reviewed for impairment whenever events or changes in circumstances indicate that the carrying value of these assets may not be recoverable or that the useful lives are shorter than originally estimated. Recoverability of assets to be held and used is measured by comparing the carrying amount of an asset to future undiscounted net cash flows the asset is expected to generate over its remaining life. If the asset is considered to be impaired, the amount of any impairment is measured as the difference between the carrying value and the fair value of the impaired asset. If the useful life is shorter than originally estimated, we amortize the remaining carrying value over the new shorter useful life. There was a loss on disposal of approximately $5.1 million in September 2020. The Company recognized accelerated depreciation of fixed assets that were determined to no longer be of future economic benefit to the Company based on the decision to vacate the leased office space. Please refer to Note 14 for additional information regarding this shift to an employee-centric working model.

Revenue Recognition

The majority of the Company’s revenue is generated from monthly service revenues and related professional services from the sale of the LivePerson services. Revenues are recognized when control of these services is transferred to the Company's customers, in an amount that reflects the consideration the Company expects to be entitled to in exchange for those services.

The Company determines revenue recognition through the following steps:

•Identification of the contract, or contracts, with a customer;

•Identification of the performance obligations in the contract;

•Determination of the transaction price;

•Allocation of the transaction price to the performance obligations in the contract; and

•Recognition of revenue when, or as, the Company satisfies a performance obligation.

Total revenue of $366.6 million, $291.6 million, and $249.8 million was recognized during the years ended December 31, 2020, December 31, 2019 and December 31, 2018, respectively.

The Company has made the following accounting policy election and elected to use a practical expedient specific to certain revenue streams, as permitted by the FASB, in applying Topic 606. The Company utilizes the right-to-invoice practical expedient with regard to the recognition of revenue upon the invoicing of certain revenue streams, as revenue for those streams are billed monthly.

Under Topic 606, the Company defers all incremental commission costs ("contract acquisition costs") to obtain the contract. The contract acquisition costs, which are comprised of prepaid sales commissions, have balances at December 31, 2020 and 2019 of $41.0 million and $32.0 million, respectively. The Company amortizes these costs over the related period of benefit using the customer expected life that the Company determined to be three to five years which is consistent with the

transfer to the customer of the services to which the asset relates. The Company classifies contract acquisition costs as long-term unless they have an original amortization period of one year or less.

Hosted Services- Business Revenue

Hosted Services Business revenue is reported at the amount that reflects the ultimate consideration expected to be received and primarily consist of fees that provide customers access to the Conversational Cloud, the Company’s enterprise-class, cloud-based platform. The Company has determined such access represents a stand-ready service provided continually throughout the contract term. As such, control and satisfaction of this stand-ready performance obligation is deemed to occur over time. The Company recognizes this revenue over time on a ratable basis over the contract term, beginning on the date that access to the Conversational Cloud platform is made available to the customer. The passage of time is deemed to be the most faithful depiction of the transfer of control of the services as the customer simultaneously receives and consumes the benefit provided by the Company’s performance. Subscription contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements. Additionally, for certain of the Company’s larger customers, the Company may provide call center labor through an arrangement with one or more of several qualified vendors. For most of these customers, the Company passes the fee it incurs with the labor provider and its fee for the hosted services through to its customers in the form of a fixed fee for each order placed via the Company’s online engagement solutions. For these Gainshare (formerly “Pay for Performance”) arrangements in accordance with ASC-606, ‘‘Principal Agent Considerations’’, the Company acts as a principal in a transaction if it controls the specified goods or services before they are transferred to the customer.

Professional Services Revenues

Professional services revenue primarily consists of fees for deployment and optimization services, as well as training delivered on an on-demand basis which is deemed to represent a distinct stand-ready performance obligation. Professional Services Revenues are reported at the amount that reflects the ultimate consideration the Company expects to receive in exchange for such services. Control for the majority of the Company’s Professional Services contracts passes over time to the customer and is recognized ratably over the contracted period, as the passage of time is deemed to be the most faithful depiction of the transfer of control. For certain deployment services, which are not deemed to represent a distinct performance obligation, revenue will be recognized in the same manner as the fee for access to the Conversational Cloud platform, and as such will be recognized on a straight-line basis over the contract term. For services billed on a fixed price basis, revenue is recognized over time based on the proportion performed using time and materials as the measure of progress toward complete satisfaction of the performance obligation. Professional service contracts are generally one year or longer in length, billed, monthly, quarterly or annually in advance. There is no significant variable consideration related to these arrangements.

Remaining Performance Obligation

As of December 31, 2020, the aggregate amount of the total transaction price allocated in contracts with original duration of greater than one year to the remaining performance obligations was $285.7 million. Approximately 90% of the Company’s remaining performance obligations is expected to be recognized during the next 24 months, with the balance recognized thereafter. The aggregate balance of unsatisfied performance obligations represents contracted revenue that has not yet been recognized, and does not include contract amounts that are cancellable by the customer, amounts associated with optional renewal periods, and any amounts related to performance obligations, which are billed and recognized as they are delivered. The Company has elected the optional exemption, which allows for the exclusion of the amounts for remaining performance obligations that are part of contracts with an original expected duration of one year or less. Such remaining performance obligations represent unsatisfied or partially unsatisfied performance obligation pursuant to ASC 606.

Contracts with Multiple Performance Obligations

Some of the Company’s contracts with customers contain multiple performance obligations. For these contracts, the Company accounts for individual performance obligations separately if they are distinct. The transaction price is allocated to the separate performance obligations on a relative standalone selling price basis. The Company determines the standalone selling prices based on its overall pricing objectives, taking into consideration market conditions and other factors, including the value of its contracts, the cloud applications sold, and the number and types of users within its contracts.

Hosted Services- Consumer Revenue

For revenue from the Company’s Consumer segment generated from online transactions between Experts and Users, revenue is recognized at an amount net of Expert fees in accordance with ASC 606, “Principal Agent Considerations”, due primarily to the fact that the Expert is the primary obligor. Additionally, the Company performs as an agent without any risk of loss for collection, and is not involved in selecting the Expert or establishing the Expert’s fee. The Company collects a fee from the consumer and retains a portion of the fee, and then remits the balance to the Expert. Revenue from these transactions is recognized at the point in time when the transaction is complete and no significant performance obligations remain.

Deferred Revenues

The Company records deferred revenues when cash payments are received or due in advance of its performance. The decrease in the deferred revenue balance for the year ended December 31, 2020 is primarily driven by satisfying our performance obligations and the revenue recognized of approximately $103.2 million that were included in the deferred revenue balance as of December 31, 2019.

The following table presents deferred revenue by revenue source (amounts in thousands):


	December 31,
	2020		2019
Hosted services – Business	$	86,144	$	82,892
Hosted services – Consumer	835		687
Professional services – Business	1,869		5,172
Total deferred revenue - short term	$	88,848	$	88,751

Hosted services – Business	$	—	$	—
Professional services – Business	409		438
Total deferred revenue - long term	$	409	$	438

Disaggregated Revenue

The following table presents the Company's revenues disaggregated by revenue source (amounts in thousands):


	December 31,
	2020		2019		2018
Revenue:
Hosted services – Business	$	286,588	$	225,705	$	197,474
Hosted services – Consumer	29,764		24,480		19,553
Professional services	50,268		41,424		32,811
Total revenue	$	366,620	$	291,609	$	249,838

Revenue by Geographic Location

The Company is domiciled in the United States and has international operations in the United Kingdom, Asia-Pacific, Latin America and Western Europe, particularly France and Germany. The following table presents the Company's revenues attributable to domestic and foreign operations for the years ended (amounts in thousands):


	December 31,
	2020		2019		2018
United States	$	230,557	$	170,815	$	146,702
Other Americas (1)	13,420		11,462		7,315
Total Americas	243,977		182,277		154,017
EMEA (2) (4)	83,326		78,301		71,318
APAC (3)	39,317		31,031		24,503
Total revenue	$	366,620	$	291,609	$	249,838

(1) Canada, Latin America and South America

(2) Europe, the Middle East and Africa (“EMEA”)

(3) Asia-Pacific (“APAC”)

(4) Includes revenue from the United Kingdom of $53.4 million, $50.4 million, and $46.5 million for the years ended December 31, 2020, 2019, and 2018, respectively. and from the Netherlands of $3.2 million, $10.0 million, and $8.7 million for the years ended December 31, 2020, 2019, and 2018, respectively.

Information about Contract Balances

Amounts collected in advance of services being provided are accounted for as deferred revenue. Nearly all of the Company's deferred revenue balance is related to Hosted Services- Business Revenue.

In some arrangements, the Company allows customers to pay for access to the Conversational Cloud over the term of the software license. The Company refers to these as subscription transactions. Amounts recognized as revenue in excess of amounts billed are recorded as unbilled receivables. Unbilled receivables, anticipated to be invoiced in the next twelve months, are included in accounts receivable on the consolidated balance sheet. The opening and closing balances of the Company's accounts receivable, unbilled receivables, and deferred revenues are as follows (amounts in thousands):


	Accounts Receivable (1)		Unbilled Receivable (1)		Contract Acquisition Costs (noncurrent)		Deferred Revenue (current)		Deferred Revenue (long term)
Opening Balance as of December 31, 2019	$	70,318	$	17,302	$	31,965	$	88,751	$	438
Increase (decrease), net	(8,517)		1,320		9,056		97		(29)
Ending Balance as of December 31, 2020	$	61,801	$	18,622	$	41,021	$	88,848	$	409

(1) These accounts include the $0.7 million adjustment in connection with the adoption of ASU 2016-13 (Topic 326).

Advertising

The Company expenses the cost of advertising and promoting its services as incurred in the sales and marketing expense on the consolidated statement of operations. Such costs totaled approximately $29.1 million, $28.6 million, and $17.4 million for the years ended December 31, 2020, 2019 and 2018, respectively.

Stock-Based Compensation

In accordance with ASC Topic 718 -10, "Stock Compensation", the Company measures stock based awards at fair value and recognizes compensation expense for all share-based payment awards made to its employees and directors, including employee stock options.

The Company estimates the fair value of stock options granted using the Black-Scholes valuation model. This model requires the Company to make estimates and assumptions including, among other things, estimates regarding the length of

time an employee will retain vested stock options before exercising them, the estimated volatility of its common stock price and the number of options that will be forfeited prior to vesting. The fair value is then recognized on a straight line basis over the requisite service period of the award, which is generally three to four years. Changes in these estimates and assumptions can materially affect the determination of the fair value of the stock-based compensation and consequently, the related amount recognized in the consolidated statement of operations.

Deferred Rent

The Company records rent expense on a straight-line basis over the term of the related lease. The difference between the rent expense recognized for financial reporting purposes and the actual payments made in accordance with the lease agreement is recognized as deferred rent liability included in other liabilities on the Company’s consolidated balance sheets.

Income Taxes

Income taxes are accounted for under the asset and liability method. Under this method, deferred tax assets and liabilities are recognized for the future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases and operating loss and tax credit carryforwards. Deferred tax assets and liabilities are measured using enacted tax rates expected to apply to taxable income in the years in which those temporary differences are expected to be recovered or settled. The effect on deferred tax assets and liabilities of a change in tax rates is recognized in results of operations in the period that the tax change occurs. In evaluating our ability to recover our deferred tax assets in the jurisdiction from which they arise, we consider all available positive and negative evidence, including scheduled reversals of deferred tax liabilities, projected future taxable income, tax-planning strategies, and results of recent operations. We include interest accrued on the underpayment of income taxes in interest expense and penalties, if any, related to unrecognized tax benefits in general and administrative expenses. Valuation allowances are established, when necessary, to reduce deferred tax assets to the amount expected to be realized.

Comprehensive Loss

In accordance with ASC 220, ‘‘Comprehensive Income’’, the Company reports by major components and as a single total, the change in its net assets during the period from non-owner sources. Comprehensive income (loss) consists of net income (loss), and accumulated other comprehensive income (loss), which includes certain changes in equity that are excluded from net income (loss). The Company’s comprehensive loss for all periods presented is related to the effect of foreign currency translation.

Recently Issued Accounting Standards

In August 2020, the Financial Accounting Standards Board (“FASB”) issued ASU 2020-06, “Debt - Debt with Conversion and Other Options (Subtopic 470-20) and Derivatives and Hedging - Contracts in Entity's Own Equity (Subtopic 815-40): Accounting for Convertible Instruments and Contracts in an Entity's Own Equity”, which simplifies the accounting for convertible instruments by eliminating existing accounting models that require separation of a cash conversion or beneficial conversion feature from the host contract. Accordingly, a convertible debt instrument will be accounted as a single liability measured at its amortized cost and a convertible preferred stock will be accounted as a single equity instrument measured at its historical cost, as long as no other embedded features require bifurcation as derivatives and the convertible debt was not issued at a substantial premium. The ASU also simplifies the derivative scope exception for accounting for contracts in an entity's own equity by:

• removing certain conditions required to meet the settlement criterion

• clarifying that Instruments that are not indexed to the issuer's own stock must be remeasured at fair value through

earnings at each reporting period; and

• clarifying the scope of reassessment guidance and disclosure requirements in Subtopic 815-40. The ASU also makes

targeted improvements to the disclosure requirements for convertible instruments and earnings-per-share guidance.

For SEC filers, excluding smaller reporting companies, the ASU is effective for fiscal years beginning after December 15, 2021, including interim periods within those fiscal years. The ASU specifies that the guidance should be adopted as of the beginning of the annual fiscal year. The Company is assessing and evaluating the impact ASU 2020-06 will have on its consolidated financial statements.

In December 2019, the FASB issued ASU 2019-12, “Income Taxes (Topic 740): Simplifying the Accounting for Income Taxes.” The new guidance is intended to simplify the accounting for income taxes by removing certain exceptions and by updating accounting requirements around franchise taxes, goodwill recognized for tax purposes, the allocation of current and deferred tax expense among legal entities, among other minor changes. The ASU is effective for fiscal years beginning after December 15, 2020, including interim periods within those fiscal years. Early adoption is permitted. The Company is assessing what impact ASU 2019-12 will have on its consolidated financial statements.

Recently Adopted Accounting Pronouncements

In June 2016, the FASB issued Accounting Standards Update ASU 2016-13, “Financial Instruments-Credit Losses (Topic 326)”, in order to improve financial reporting of expected credit losses on financial instruments and other commitments to extend credit. ASU 2016-13 requires that an entity measure and recognize expected credit losses for financial assets held at amortized cost and replaces the incurred loss impairment methodology in prior GAAP with a methodology that requires consideration of a broader range of information to estimate credit losses. Such required disclosures include, but are not limited to, the Company's methodology for estimating its allowance for credit losses. The Company adopted ASU 2016-13 effective January 1, 2020 and applied the guidance using a modified retrospective approach requiring that the Company recognize the cumulative effect of initially applying the impairment standard as an adjustment to opening accumulated deficit for the incremental increase in its allowance for credit losses as of January 1, 2020 over its allowance for bad debts as of December, 31, 2019, which amounted to $0.7 million. The Company will continue to actively monitor the impact of the recent COVID-19 pandemic on expected credit losses. As of December 31, 2020, there has not been an impact to accounts receivable from the recent pandemic.

In January 2017, the FASB issued Accounting Standards Update ASU 2017-04, “Simplifying the Test for Goodwill Impairment”, which eliminates the computation of the implied fair value of goodwill to measure a goodwill impairment charge. Instead, entities will record a goodwill impairment charge based on the excess of a reporting unit’s carrying amount over its fair value. The guidance is effective for interim and annual reporting periods beginning after December 15, 2019, with early adoption permitted. The Company adopted ASU 2017-04 in the first quarter of 2020 which reduced the complexity surrounding the evaluation of goodwill for impairment. The adoption of this guidance did not have a material impact on the Company’s consolidated financial statements.

In August 2018, the FASB issued ASU 2018-15, “Customer’s Accounting for Implementation Costs Incurred in a Cloud Computing Arrangement That Is a Service Contract,” which clarifies the accounting for implementation costs in cloud computing arrangements. The new standard aligns the treatment of implementation costs incurred by customers in cloud computing arrangements that are service contracts with the treatment of similar costs incurred to develop or obtain internal-use software. Under the new standard, implementation costs are deferred and presented in the same financial statement caption on the condensed consolidated balance sheet as a prepayment of related arrangement fees. The deferred costs are recognized over the term of the arrangement in the same financial statement caption in the condensed consolidated income statement as the related fees of the arrangement. The Company adopted ASU 2018-15 in the first quarter of 2020 and the impact of the adoption was not material to the Company's consolidated financial statements.

Net Loss per Share

12 Months Ended

Dec. 31, 2020

Earnings Per Share [Abstract]

Net Loss per Share

The Company calculates earnings per share (“EPS”) in accordance with the provisions of ASC 260-10 and the guidance of SEC Staff Accounting Bulletin (“SAB”) No. 98. Under ASC 260-10, basic EPS excludes dilution for common stock equivalents and is computed by dividing net income or loss attributable to common shareholders by the weighted average number of common shares outstanding for the period. All options, warrants or other potentially dilutive instruments issued for nominal consideration are required to be included in the calculation of basic and diluted net income attributable to common stockholders. Diluted EPS is calculated using the treasury stock method and reflects the potential dilution that could occur if securities or other contracts to issue common stock were exercised or converted into common stock and resulted in the issuance of common stock.

Diluted net loss per common share for the year ended December 31, 2020 does not include the effect of options to purchase 7,283,938 shares of common stock as the effect of their inclusion is anti-dilutive. Diluted net loss per common share for the year ended December 31, 2019 does not include the effect of options to purchase 8,848,907 shares of common stock as the effect of their inclusion is anti-dilutive. Diluted net loss per common share for the year ended December 31, 2018 does not include the effect of options to purchase 8,957,672 shares of common stock as the effect of their inclusion is anti-dilutive.

A reconciliation of shares used in calculating basic and diluted earnings per share follows:


	Year Ended December 31,
	2020	2019	2018
Basic	65,888,450	62,593,026	59,203,400
Effect of assumed exercised options	—	—	—
Diluted	65,888,450	62,593,026	59,203,400

Segment Information

12 Months Ended

Dec. 31, 2020

Segment Reporting [Abstract]

Segment Information

Segment Information The Company accounts for its segment information in accordance with the provisions of ASC 280-10, “Segment Reporting.” ASC 280-10 establishes annual and interim reporting standards for operating segments of a company. ASC 280-10 requires disclosures of selected segment-related financial information about products, major customers, and geographic areas based on the Company’s internal accounting methods. The Company is organized into two operating segments for purposes of making operating decisions and assessing performance. The Business segment enables brands to leverage the Conversational Cloud sophisticated intelligence engine to connect with consumers through an integrated suite of mobile and online business messaging technologies. The Consumer segment facilitates online transactions between independent service providers (“Experts”) and individual consumers (“Users”) seeking information and knowledge for a fee via mobile and online messaging. Both segments currently generate their revenue primarily in the United States. The chief operating decision maker, who is the chief executive officer, evaluates performance, makes operating decisions, and allocates resources based on the operating income of each segment. The reporting segments follow the same accounting polices used in the preparation of the Company’s consolidated financial statements which are described in the summary of significant accounting policies. The Company allocates cost of revenue, sales and marketing and amortization of purchased intangibles to the segments, but it does not allocate product development expenses, general and administrative expenses, restructuring costs and income tax expense because management does not use this information to measure performance of the operating segments. There are currently no inter-segment sales.

Summarized financial information by segment for the year ended December 31, 2020, based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands):


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	286,588	$	—	$	—	$	286,588
Hosted services – Consumer	—		29,764		—		29,764
Professional services – Business	50,268		—		—		50,268
Total revenue	336,856		29,764		—		366,620
Cost of revenue	99,394		6,874		—		106,268
Sales and marketing	128,752		21,021		—		149,773
Amortization of purchased intangibles	1,639		—		—		1,639
Unallocated corporate expenses	—		—		198,391		198,391
Operating income (loss)	$	107,071	$	1,869	$	(198,391)	$	(89,451)

Summarized financial information by segment for the year ended December 31, 2019, based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands):


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	225,705	$	—	$	—	$	225,705
Hosted services – Consumer	—		24,480		—		24,480
Professional services – Business	41,424		—		—		41,424
Total revenue	267,129		24,480		—		291,609
Cost of revenue	74,460		4,418		—		78,878
Sales and marketing	140,880		15,934		—		156,814
Amortization of purchased intangibles	1,794		—		—		1,794
Unallocated corporate expenses	—		—		141,155		141,155
Operating income (loss)	$	49,995	$	4,128	$	(141,155)	$	(87,032)

Summarized financial information by segment for the year ended December 31, 2018, based on the Company’s internal financial reporting system utilized by the Company’s chief operating decision maker, follows (amounts in thousands):


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	197,474	$	—	$	—	$	197,474
Hosted services – Consumer	—		19,553		—		19,553
Professional services – Business	32,811		—		—		32,811
Total revenue	230,285		19,553		—		249,838
Cost of revenue	58,420		4,059		—		62,479
Sales and marketing	94,339		9,005		—		103,344
Amortization of purchased intangibles	1,670		—		—		1,670
Unallocated corporate expenses	—		—		106,048		106,048
Operating income (loss)	$	75,856	$	6,489	$	(106,048)	$	(23,703)

Geographic Information

The Company is domiciled in the United States and has international operations in the United Kingdom, Asia-Pacific, Latin America and Western Europe, particularly France and Germany. The following table presents the Company's long-lived assets by geographic region for the periods presented (amounts in thousands):


	December 31,
	2020		2019
United States	$	202,275	$	177,776
Israel	16,657		16,680
Australia	13,792		13,765
Netherlands	8,301		7,705
Other (1)	16,596		18,677
Total long-lived assets	$	257,621	$	234,603

(1) United Kingdom, Germany, Japan, France, Italy, Spain, Canada, and Singapore

- Definition

The entire disclosure for reporting segments including data and tables. Reportable segments include those that meet any of the following quantitative thresholds a) it's reported revenue, including sales to external customers and intersegment sales or transfers is 10 percent or more of the combined revenue, internal and external, of all operating segments b) the absolute amount of its reported profit or loss is 10 percent or more of the greater, in absolute amount of 1) the combined reported profit of all operating segments that did not report a loss or 2) the combined reported loss of all operating segments that did report a loss c) its assets are 10 percent or more of the combined assets of all operating segments.

+ References

Reference 1: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 31
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8924-108599

Reference 2: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 34
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8981-108599

Reference 3: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 21
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8721-108599

Reference 4: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 40
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9031-108599

Reference 5: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 32
-Subparagraph (f)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8933-108599

Reference 6: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 32
-Subparagraph (e)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8933-108599

Reference 7: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 26
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8844-108599

Reference 8: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 41
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9038-108599

Reference 9: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 32
-Subparagraph (d)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8933-108599

Reference 10: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 22
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8736-108599

Reference 11: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 42
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9054-108599

Reference 12: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 15
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8657-108599

Reference 13: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 21
-Subparagraph (b)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8721-108599

Reference 14: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-URI http://asc.fasb.org/topic&trid=2134510

+ Details

Property and Equipment

12 Months Ended

Dec. 31, 2020

Property, Plant and Equipment [Abstract]

Property and Equipment

The following table presents the detail of property and equipment for the periods presented (amounts in thousands):


	December 31,
	2020		2019
Computer equipment and software	$	107,666	$	92,493
Furniture, equipment and building improvements	—		16,487
Internal-use software development costs	86,454		52,544
Finance lease right-of-use assets	10,045		—
	204,165		161,524
Less: accumulated depreciation and amortization	(98,110)		(85,288)
Total	$	106,055	$	76,236

In accordance with its policy, the Company reviews the estimated useful lives of its fixed assets on an ongoing basis. As of December 31, 2020 and 2019, there was approximately $30.5 million, and $25.3 million, respectively, of internal-use software development costs related to projects currently still in development, which are, therefore, not yet subject to amortization. Aggregate depreciation and amortization expense for property and equipment was $22.8 million, $16.4 million and $14.2 million for the years ended December 31, 2020, 2019, and 2018, respectively.

Goodwill and Intangible Assets

12 Months Ended

Dec. 31, 2020

Goodwill and Intangible Assets Disclosure [Abstract]

Goodwill and Intangible Assets

Goodwill

The changes in the carrying amount of goodwill for the year ended December 31, 2020 are as follows (amounts in thousands):


	Business		Consumer		Total
Balance as of December 31, 2019	$	86,963	$	8,024	$	94,987
Adjustments to goodwill:
Foreign exchange adjustments	205		—		205
Balance as of December 31, 2020	$	87,168	$	8,024	$	95,192

The changes in the carrying amount of goodwill for the year ended December 31, 2019 are as follows (amounts in thousands):


	Business		Consumer		Total
Balance as of December 31, 2018	$	87,007	$	8,024	$	95,031
Adjustments to goodwill:
Acquisitions	—		—		—
Foreign exchange adjustments	(44)		—		(44)
Balance as of December 31, 2019	$	86,963	$	8,024	$	94,987

The total accumulated goodwill impairment charges are $23.5 million through December 31, 2020. No impairment was recognized for the years ended December 31, 2020, 2019, and 2018.

Intangible Assets

Intangible assets are summarized as follows (see Note 8) (amounts in thousands):


	December 31, 2020
	Gross Carrying Amount		Accumulated Amortization		Net Carrying Amount		Weighted Average Amortization Period
Amortizing intangible assets:
Technology	$	30,499	$	(26,818)	$	3,681	5.4 years
Customer relationships	16,981		(13,982)		2,999		8.4 years
Patents	5,076		(908)		4,168		12.5 years
Other	314		(235)		79		2.2 years
Total	$	52,870	$	(41,943)	$	10,927


	December 31, 2019
	Gross Carrying Amount		Accumulated Amortization		Net Carrying Amount		Weighted Average Amortization Period
Amortizing intangible assets:
Technology	$	30,413	$	(25,187)	$	5,226	5.3 years
Customer relationships	16,964		(12,958)		4,006		8.4 years
Patents	3,267		(714)		2,553		12.8 years
Other	262		(235)		27		2.7 years
Total	$	50,906	$	(39,094)	$	11,812

Amortization expense is calculated over the estimated useful life of the asset. Aggregate amortization expense for intangible assets was $2.8 million, $2.9 million and $2.8 million for the years ended December 31, 2020, 2019 and 2018, respectively. For the years ended December 31, 2020, 2019 and 2018, a portion of this amortization is included in cost of revenue. Estimated amortization expense for the next five years is as follows (amounts in thousands):


	Estimated Amortization Expense
2021	$	2,611
2022	2,240
2023	959
2024	756
2025	334
Thereafter	4,027
Total	$	10,927

Accrued Liabilities and Other Current Liabilities

12 Months Ended

Dec. 31, 2020

Payables and Accruals [Abstract]

Accrued Liabilities and Other Current Liabilities

The following table presents the detail of accrued liabilities and other current liabilities for the periods presented (amounts in thousands):


	December 31,
	2020		2019
Payroll and other employee related costs	$	39,820	$	27,920
Professional services, consulting and other vendor fees	38,796		20,382
Unrecognized tax benefits	2,039		2,053
Sales commissions	6,988		9,654
Contingent earn-out (Note 8)	—		557
Restructuring	4,732		314
Non Income Tax	2,954		—
Other	4,541		1,898
Total	$	99,870	$	62,778

Convertible Senior Notes and Capped Call Transactions

12 Months Ended

Dec. 31, 2020

Debt Disclosure [Abstract]

Convertible Senior Notes and Capped Call Transactions

March 2019 Convertible Senior Notes

In March 2019, the Company issued $230.0 million aggregate principal amount of 0.750% Convertible Senior Notes due 2024 in a private placement, which amount includes $30.0 million aggregate principal amount of such Notes pursuant to the exercise in full of the over-allotment options of the initial purchasers (collectively, the “2024 Notes”). The interest on the 2024 Notes is payable semi-annually in arrears on March 1 and September 1 of each year, beginning on September 1, 2019.

The 2024 Notes will mature on March 1, 2024, unless earlier repurchased or redeemed by the Company or converted pursuant to their terms. The total net proceeds from the debt offering, after deducting debt issuance costs, paid or payable by us, was approximately $221.4 million.

Each $1,000 principal amount of the 2024 Notes is initially convertible into 25.9182 shares of the Company’s common stock par value $0.001, which is equivalent to an initial conversion price of approximately $38.58 per share. The conversion rate is subject to adjustment upon the occurrence of certain specified events but will not be adjusted for any accrued and unpaid interest. In addition, following certain corporate events that occur prior to the maturity date, the Company will increase the conversion rate for a holder who elects to convert its 2024 Notes in connection with such a corporate event. The 2024 Notes are not redeemable prior to the maturity date of the 2024 Notes and no sinking fund is provided for the 2024 Notes. If we undergo a fundamental change (as defined in the indenture governing the 2024 Notes) prior to the maturity date, holders may require us to repurchase for cash all or any portion of their 2024 Notes in principal amounts of $1,000 or a multiple thereof at a fundamental change repurchase price equal to 100% of the principal amount of the 2024 Notes to be repurchased, plus accrued and unpaid interest to, but excluding, the fundamental change repurchase date.

Holders of the 2024 Notes may convert their 2024 Notes at their option at any time prior to the close of business on the business day immediately preceding November 1, 2023, in multiples of $1,000 principal amount, only under the following circumstances: (1) during any calendar quarter commencing after the calendar quarter ending on June 30, 2019 (and only during such calendar quarter), if the last reported sale price of the Company’s common stock for at least 20 trading days (whether or not consecutive) during a period of 30 consecutive trading days ending on, and including, the last trading day of the immediately preceding calendar quarter is greater than or equal to 130% of the conversion price for the 2024 Notes on each applicable trading day as determined by the Company; (2) during the five business day period after any five consecutive trading day period (the “measurement period”) in which the “trading price” (as defined in the indenture governing the 2024 Notes) per $1,000 principal amount of 2024 Notes for each trading day of the measurement period was less than 98% of the product of the last reported sale price of the Company’s common stock and the conversion rate for the 2024 Notes on each such trading day; or (3) upon the occurrence of specified corporate events. On or after November 1, 2023, holders may convert all or any portion of their 2024 Notes at any time prior to the close of business on the second scheduled trading day immediately preceding the maturity date, regardless of the foregoing circumstances. Upon conversion, the Company will pay or deliver, as the case may be, cash, shares of its common stock or a combination of cash and shares of its common stock, at the Company’s election.

It is the Company’s current intent to settle the principal amount of its outstanding 2024 Notes in cash and any excess in shares of the Company’s common stock.

During the year ended December 31, 2020, the conditions allowing holders of the 2024 Notes to convert were met, and, thus, holders of the 2024 Notes maintain the option to convert their 2024 Notes. No 2024 Notes were converted during the year ended December 31, 2020. The Company continues to classify the 2024 Notes as a long-term liability in its consolidated balance sheet as at December 31, 2020, based on contractual settlement provisions.

The 2024 Notes are senior unsecured obligations and will rank senior in right of payment to any of the Company’s indebtedness that is expressly subordinated in right of payment to the 2024 Notes; equal in right of payment with the Company’s existing and future liabilities that are not so subordinated; effectively subordinated to any of the Company’s secured indebtedness to the extent of the value of the assets securing such indebtedness; and structurally junior to all indebtedness and other liabilities (including trade payables) of current or future subsidiaries of the Company.

In accounting for the issuance of the 2024 Notes, the Company separated the 2024 Notes into liability and equity components. The carrying amount of the liability component was calculated by measuring the fair value of a similar debt instrument that does not have an associated convertible feature. The carrying amount of the equity component representing the conversion option was $52.9 million and was determined by deducting the fair value of the liability component from the par value of the 2024 Notes. The equity component is not remeasured as long as it continues to meet the conditions for equity classification. The excess of the principal amount of the liability component over its carrying amount, or the debt discount, is amortized to interest expense at an effective interest rate over the contractual terms of the 2024 Notes.

In accounting for the transaction costs related to the 2024 Notes, the Company allocated the total amount incurred of approximately $8.6 million to the liability and equity components of the 2024 Notes based on the proportion of the proceeds allocated to the debt and equity components. Issuance costs attributable to the liability component were approximately $6.6 million, were recorded as an additional debt discount and are amortized to interest expense using the effective interest method over the contractual terms of the 2024 Notes. Issuance costs attributable to the equity component were approximately $2.0 million and recorded as a reduction of additional paid in capital in stockholders’ equity.

In connection with the offering of the 2024 Notes, the Company entered into privately-negotiated capped call option transactions with certain counterparties (the “capped calls”). The capped calls each have an initial strike price of approximately $38.58 per share, subject to certain adjustments, which corresponds to the initial conversion price of the 2024 Notes. The capped calls have initial cap prices of $57.16 per share, subject to certain adjustment events. The capped calls cover, subject to anti-dilution adjustments, approximately 5.96 million shares of common stock. The capped calls are generally intended to reduce or offset the potential dilution to the common stock upon any conversion of the 2024 Notes with such reduction or offset, as the case may be, subject to a cap based on the cap price. The capped calls expire on March 1, 2024, subject to earlier exercise. The capped calls are subject to either adjustment or termination upon the occurrence of specified extraordinary events affecting the Company, including a merger event, a tender offer, and a nationalization, insolvency or delisting involving the Company. In addition, the capped calls are subject to certain specified additional disruption events that may give rise to a termination of the capped calls, including changes in law, failure to deliver, and hedging disruptions. The capped calls are recorded in stockholders’ equity and are not accounted for as derivatives. The net cost of $23.2 million incurred to purchase the capped calls was recorded as a reduction to additional paid-in capital in the accompanying consolidated balance sheet.

The remaining term over which the March 2019 Convertible Senior Notes debt discount and debt issuance costs will be amortized is 3.2 years. The effective interest rate on the debt was 4.66% for the year ended December 31 2020.

December 2020 Convertible Senior Notes

In December 2020, the Company issued $517.5 million aggregate principal amount of 0% Convertible Senior Notes due 2026 in a private placement, which amount includes $67.5 million aggregate principal amount of such Notes pursuant to the exercise in full of the over-allotment options of the initial purchasers (collectively, the “2026 Notes”, and, together with the 2024 Notes, the "Notes").

The 2026 Notes will mature on December 15, 2026, unless earlier repurchased or redeemed by the Company or converted pursuant to their terms. The total net proceeds from the debt offering, after deducting debt issuance costs, paid or payable by us, was approximately $505.3 million.

Each $1,000 principal amount of the 2026 Notes is initially convertible into 13.2933 shares of the Company’s common stock par value $0.001, which is equivalent to an initial conversion price of approximately $75.23 per share. The conversion

rate is subject to adjustment upon the occurrence of certain specified events but will not be adjusted for any accrued and unpaid interest. In addition, following certain corporate events that occur prior to the maturity date, the Company will increase the conversion rate for a holder who elects to convert its 2026 Notes in connection with such a corporate event. The 2026 Notes are not redeemable prior to the maturity date of the 2026 Notes and no sinking fund is provided for the 2026 Notes. If we undergo a fundamental change (as defined in the indenture governing the 2026 Notes) prior to the maturity date, holders may require us to repurchase for cash all or any portion of their Notes in principal amounts of $1,000 or a multiple thereof at a fundamental change repurchase price equal to 100% of the principal amount of the 2026 Notes to be repurchased, plus accrued and unpaid interest to, but excluding, the fundamental change repurchase date.

Holders of the 2026 Notes may convert their 2026 Notes at their option at any time prior to the close of business on the business day immediately preceding August 15, 2026, in multiples of $1,000 principal amount, only under the following circumstances: (1) during any calendar quarter commencing after the calendar quarter ending on March 31 2021 (and only during such calendar quarter), if the last reported sale price of the Company’s common stock for at least 20 trading days (whether or not consecutive) during a period of 30 consecutive trading days ending on, and including, the last trading day of the immediately preceding calendar quarter is greater than or equal to 130% of the conversion price for the 2026 Notes on each applicable trading day as determined by the Company; (2) during the five business day period after any five consecutive trading day period (the “measurement period”) in which the “trading price” (as defined in the indenture governing the 2026 Notes) per $1,000 principal amount of 2026 Notes for each trading day of the measurement period was less than 98% of the product of the last reported sale price of the Company’s common stock and the conversion rate for the 2026 Notes on each such trading day; or (3) upon the occurrence of specified corporate events. On or after August 15, 2026, holders may convert all or any portion of their 2026 Notes at any time prior to the close of business on the second scheduled trading day immediately preceding the maturity date, regardless of the foregoing circumstances. Upon conversion, the Company will pay or deliver, as the case may be, cash, shares of its common stock or a combination of cash and shares of its common stock, at the Company’s election.

It is the Company’s current intent to settle the principal amount of its outstanding 2026 Notes in cash and any excess in shares of the Company’s common stock.

As of December 31, 2020, the conditions allowing holders of the 2026 Notes to convert were not met.

The 2026 Notes are senior unsecured obligations and will rank senior in right of payment to any of the Company’s indebtedness that is expressly subordinated in right of payment to the 2026 Notes; equal in right of payment with the Company’s existing and future liabilities that are not so subordinated; effectively subordinated to any of the Company’s secured indebtedness to the extent of the value of the assets securing such indebtedness; and structurally junior to all indebtedness and other liabilities (including trade payables) of current or future subsidiaries of the Company.

In accounting for the issuance of the 2026 Notes, the Company separated the 2026 Notes into liability and equity components. The carrying amount of the liability component was calculated by measuring the fair value of a similar debt instrument that does not have an associated convertible feature. The carrying amount of the equity component representing the conversion option was $162.5 million and was determined by deducting the fair value of the liability component from the par value of the 2026 Notes. The equity component is not remeasured as long as it continues to meet the conditions for equity classification. The excess of the principal amount of the liability component over its carrying amount, or the debt discount, is amortized to interest expense at an effective interest rate over the contractual terms of the 2026 Notes.

In accounting for the transaction costs related to the 2026 Notes, the Company allocated the total amount incurred of approximately $12.2 million to the liability and equity components of the 2026 Notes based on the proportion of the proceeds allocated to the debt and equity components. Issuance costs attributable to the liability component were approximately $8.5 million, were recorded as an additional debt discount and are amortized to interest expense using the effective interest method over the contractual terms of the 2026 Notes. Issuance costs attributable to the equity component were approximately $3.7 million and recorded as a reduction of additional paid in capital in stockholders’ equity.

In connection with the offering of the 2026 Notes, the Company entered into privately-negotiated capped call option transactions with certain counterparties (the “capped calls”). The capped calls each have an initial strike price of approximately $75.23 per share, subject to certain adjustments, which corresponds to the initial conversion price of the 2026 Notes. The capped calls have initial cap prices of $105.58 per share, subject to certain adjustment events. The capped calls cover, subject to anti-dilution adjustments, approximately 6.88 million shares of common stock. The capped calls are generally intended to reduce or offset the potential dilution to the common stock upon any conversion of the 2026 Notes with such reduction or offset, as the case may be, subject to a cap based on the cap price. The capped calls expire on December 15, 2026, subject to earlier exercise. The capped calls are subject to either adjustment or termination upon the occurrence of specified extraordinary

events affecting the Company, including a merger event, a tender offer, and a nationalization, insolvency or delisting involving the Company. In addition, the capped calls are subject to certain specified additional disruption events that may give rise to a termination of the capped calls, including changes in law, failure to deliver, and hedging disruptions. The capped calls are recorded in stockholders’ equity and are not accounted for as derivatives. The net cost of $46.1 million incurred to purchase the capped calls was recorded as a reduction to additional paid-in capital in the accompanying consolidated balance sheet.

The remaining term over which the December 2020 Convertible Senior Notes debt discount and debt issuance costs will be amortized is 5.9 years. The effective interest rate on the debt was 6.61% for the year ended December 31 2020.

The net carrying amount of the liability component of the Notes was as follows (in thousands):


	As of December 31, 2020		As of December 31, 2019
Principal	$	747,500	$	230,000
Unamortized discount	(196,269)		(45,295)
Unamortized issuance costs	(12,799)		(5,693)
Net carrying amount	$	538,432	$	179,012

The net carrying amount of the equity component of the Notes was as follows (in thousands):


	As of December 31, 2020		As of December 31, 2019
Proceeds allocated to the conversion options (debt discount)	$	215,434	$	52,900
Issuance costs	(5,783)		(1,986)
Net carrying amount	$	209,651	$	50,914

The following table sets forth the interest expense recognized related to the Notes (in thousands):


	For the Year Ended December 31, 2020		For the Year Ended December 31, 2019
Contractual interest expense	$	1,725	$	1,438
Amortization of issuance costs	1,340		956
Amortization of debt discount	11,564		7,605
Total interest expense	$	14,629	$	9,999

Interest expense of $14.6 million is reflected as a component of interest (expense) income, net in the accompanying consolidated statement of operations for the year ended December 31, 2020.

Acquisitions	12 Months Ended
Acquisitions	Dec. 31, 2020
Business Combinations [Abstract]
Acquisitions	Acquisitions AdvantageTec Inc. In October 2018, the Company entered into a stock purchase agreement to acquire the outstanding equity interest of AdvantageTec Inc. (“AdvantageTec”), a leading provider of texting solutions for service departments of automotive dealerships that helps enable the conversational experience across the entire dealership, including both front end/variable operations (new and used vehicle sales) and back end/fixed operations (parts and services). The purchase agreement was for total consideration of approximately $11.2 million, which includes approximately $6.0 million in cash, approximately $4.3 million in shares of common stock, and approximately $0.9 million of potential earn-out consideration in cash and shares of common stock. The earn-out is contingent upon achieving certain targeted financial, strategic and integration objectives and milestones and is included as part of the purchase price. During 2019, the Company recorded a $0.2 million fair value re-measurement adjustment and made payments of $0.5 million in earn-out consideration. The Company settled the remaining contingent earn-out of approximately $0.3 million in stock. As of December 31, 2020, there are no additional contingent earn-out payments. The purchase price allocation resulted in approximately $9.1 million of goodwill and approximately $2.2 million of intangible assets. The goodwill will not be deductible for tax purposes. The intangible assets are being amortized over their expected period of benefit. A deferred tax liability for the identified intangibles has been recorded. AdvantageTec Inc. enhances the Company’s messaging platform available for the automotive industry and is included in the Company's business segment. Conversable, Inc. In September 2018, the Company acquired the employees and technology assets of Conversable, Inc. a SaaS based Artificial Intelligence powered conversational platform, headquartered in Austin, Texas, for an aggregate estimated purchase price of $5.7 million. The estimated purchase price consisted of $1.3 million in cash, approximately $2.9 million in shares of common stock of the Company, and a potential earn-out consideration of $1.5 million in cash, which is based on achieving certain targeted financial, strategic, and integration objectives and milestones and is included as part of the purchase price. During 2019, the Company recorded a $0.5 million fair value re-measurement adjustment and settled the remaining contingent earn-out in stock. The purchase price allocation resulted in approximately $5.5 million of goodwill and approximately $0.5 million of intangible assets. The goodwill will be deductible for tax purposes. The intangible assets are being amortized over their expected period of benefit. The allocation of the purchase price to net book value of acquired assets and liabilities resulted in a net liability $0.3 million, which includes accounts receivable, property and equipment, accrued expenses, and deferred revenue. Conversable Inc.’s capabilities will accelerate the ongoing expansion of the Company’s Conversational Space solutions and enhance the Company’s ability to deliver proactive and personalized content and services when and where the customer needs it, helping consumers find immediate service through messaging. Conversable, Inc. will be included in the Company’s business segment. The results of this acquisition were not significant to the results of operations for the year ended December 31, 2018. BotCentral, Inc. In January 2018, the Company acquired the employees and technology assets of BotCentral, Inc., a Silicon Valley based startup, for an approximate purchase price of $1.0 million in common stock of the Company. The Company incurred an additional $0.2 million related to acquisition costs. This transaction was accounted for as an asset purchase. The aggregate amount of approximately $0.2 million is included in intangibles on the Company’s consolidated balance sheet. With the team’s expertise and knowledge of the Conversational Cloud platform, the team is bringing valuable insight for the Company’s customers and partners, and enabling the Company to more rapidly optimize its bot deployment capabilities, and grow the ecosystem. BotCentral, Inc. will be included in the Company’s business segment. The results of this acquisition were not significant to the results of operations for the year ended December 31, 2018.

Fair Value Measurements

12 Months Ended

Dec. 31, 2020

Fair Value Disclosures [Abstract]

Fair Value Measurements

The Company measures its cash equivalents at fair value based on an expected exit price as defined by the authoritative guidance on fair value measurements, which represents the amount that would be received on the sale of an asset or paid to transfer a liability, as the case may be, in an orderly transaction between market participants. As such, fair value may be based on assumptions that market participants would use in pricing an asset or liability. The authoritative guidance on fair value measurements establishes a consistent framework for measuring fair value on either a recurring or nonrecurring basis whereby inputs, used in valuation techniques, are assigned a hierarchical level. The following are the hierarchical levels of inputs to measure fair value:

•Level 1: Observable inputs that reflect quoted prices (unadjusted) for identical assets or liabilities in active markets.

•Level 2: Inputs reflect: quoted prices for identical assets or liabilities in markets that are not active; quoted prices for similar assets or liabilities in active markets; inputs other than quoted prices that are observable for the assets or liabilities; or inputs that are derived principally from or corroborated by observable market data by correlation or other means.

•Level 3: Unobservable inputs reflecting the Company’s assumptions incorporated in valuation techniques used to determine fair value. These assumptions are required to be consistent with market participant assumptions that are reasonably available.

Financial Assets and Liabilities

The carrying amount of cash, accounts receivable, and accounts payable approximate their fair value due to their short-term nature. The Company's assets and liabilities that are measured at fair value on a recurring basis, by level, within the fair value hierarchy as of December 31, 2020 and December 31, 2019, are summarized as follows (amounts in thousands).


	December 31, 2020								December 31, 2019
	Level 1		Level 2		Level 3		Total		Level 1		Level 2		Level 3		Total
Assets:
Cash equivalents:
Money market funds	$	328,195	$	—	$	—	$	328,195	$	2,899	$	—	$	—	$	2,899
Total assets	$	328,195	$	—	$	—	$	328,195	$	2,899	$	—	$	—	$	2,899

Liabilities:
Contingent earn-out	$	—	$	—	$	—	$	—	$	—	$	—	$	557	$	557
Total liabilities	$	—	$	—	$	—	$	—	$	—	$	—	$	557	$	557

In determining fair value, the Company utilizes valuation techniques that maximize the use of observable inputs and minimize the use of unobservable inputs to the extent possible as well as considers counterparty credit risk in its assessment of fair value. Observable or market inputs reflect market data obtained from independent sources, while unobservable inputs reflect the Company’s assumptions based on the best information available.

The Company’s money market funds are measured at fair value on a recurring basis based on quoted market prices in active markets and are classified as level 1 within the fair value hierarchy. The Company’s contingent earn-out liability is measured at fair value on a recurring basis and is classified as level 3 within the fair value hierarchy. On a nonrecurring basis, the Company uses fair value measures when analyzing asset impairment. Long-lived tangible assets are reviewed for impairment whenever events or changes in circumstances indicate that the carrying amount of an asset may not be recoverable. If it is determined such indicators are present and the review indicates that the assets will not be fully recoverable, based on undiscounted estimated cash flows over the remaining amortization periods, their carrying values are reduced to estimated fair value. The Company uses an income approach and inputs that constitute level 3. During the third quarter of each year, the Company evaluates goodwill for impairment at the reporting unit level. The Company uses qualitative factors in accordance with ASU No. 2011-08 to determine whether it is ‘‘more likely than not’’ that the fair value of a reporting unit is less than its carrying amount as a basis for determining whether it is necessary to perform a goodwill impairment test. This measurement is classified based on level 3 input.

As of December 31, 2020 the fair value of the Notes issued in the two Convertible Senior Note transactions, as further described in Note 7 above, was approximately $557.5 million. Management determines the fair value by utilizing an independent valuation specialist using the antithetic variable technique and is considered a Level 2 fair value measurement.

The Company recorded a contingent earn-out of $2.4 million in December 2018 in connection with the acquisitions of Conversable, Inc. and AdvantageTec Inc. The contingent earn-out is based on achieving certain targeted financial, strategic, and integration objectives. The unobservable inputs considered are probability factors and the time value of money. During the year ended December 31, 2020, the contingent earn-out decreased by $0.6 million due to a decrease in re-measurement to fair value of AdvantageTec Inc, Inc. of approximately $0.3 million and payments of approximately $0.3 million in shares.

The changes in fair value of the Level 3 liabilities are as follows (amounts in thousands):


	Contingent Earn-Out
	December 31,
	2020		2019
Balance, Beginning of year	$	557	$	2,372
Conversable, Inc. fair value adjustment (see Note 8)	—		(496)
AdvantageTec, Inc. fair value adjustment (see Note 8)	(263)		168
Payments	(294)		(1,487)
Balance, End of year	$	—	$	557

- Definition

The entire disclosure for the fair value of financial instruments (as defined), including financial assets and financial liabilities (collectively, as defined), and the measurements of those instruments as well as disclosures related to the fair value of non-financial assets and liabilities. Such disclosures about the financial instruments, assets, and liabilities would include: (1) the fair value of the required items together with their carrying amounts (as appropriate); (2) for items for which it is not practicable to estimate fair value, disclosure would include: (a) information pertinent to estimating fair value (including, carrying amount, effective interest rate, and maturity, and (b) the reasons why it is not practicable to estimate fair value; (3) significant concentrations of credit risk including: (a) information about the activity, region, or economic characteristics identifying a concentration, (b) the maximum amount of loss the entity is exposed to based on the gross fair value of the related item, (c) policy for requiring collateral or other security and information as to accessing such collateral or security, and (d) the nature and brief description of such collateral or security; (4) quantitative information about market risks and how such risks are managed; (5) for items measured on both a recurring and nonrecurring basis information regarding the inputs used to develop the fair value measurement; and (6) for items presented in the financial statement for which fair value measurement is elected: (a) information necessary to understand the reasons for the election, (b) discussion of the effect of fair value changes on earnings, (c) a description of [similar groups] items for which the election is made and the relation thereof to the balance sheet, the aggregate carrying value of items included in the balance sheet that are not eligible for the election; (7) all other required (as defined) and desired information.

+ References + Details

Commitments and Contingencies

12 Months Ended

Dec. 31, 2020

Commitments and Contingencies Disclosure [Abstract]

Commitments and Contingencies

Contractual Obligations

The Company has entered into various non-cancelable operating lease agreements for certain of our offices and vehicles. We have also entered into various non-cancelable finance lease agreements for certain network equipment. The leases have initial lease terms ranging from 1 to 12 years. Payments due under the lease contracts include primarily fixed payments. The lease terms include periods under options to extend or terminate the lease when it is reasonably certain that we will exercise that option. We do not assume renewals in our determination of the lease term unless the renewals are deemed to be reasonably assured. Our lease agreements generally do not contain any material residual value guarantees or material restrictive covenants.

The Company has evaluated its facility leases and determined which leases met the definition of the new standard in accordance with Topic 842. The Company also performed an evaluation of their other contracts with suppliers in accordance with Topic 842 and have determined that, except for the facilities, car, and network equipment leases described above, none of its supply contracts contain a lease. Further, the Company has made an accounting policy election to keep leases with a term of twelve months or less off the balance sheet. This policy applies to all classes of the underlying assets. The Company will recognize those lease payments and associated interest expense in the consolidated statement of operations evenly over the lease term.

The Company elected the “package of practical expedients,” which permits the Company not to reassess under ASC 842 its prior conclusions about lease identification, lease classification and initial direct costs. The Company also made a policy election not to separate non-lease components from lease components. Furthermore, the Company elected to not capitalize leases with a term of 12 months or less and recognize the lease expense for such leases generally on a straight-line basis over the lease term.

The determination of the discount rate used to calculate the present value of the right-of-use assets and lease liabilities depends on whether an interest rate is implicit in the lease or not. If a rate is implicit in the lease, that rate is used when calculating the present value of lease payments. If the rate is not readily determinable, which is generally the case for the Company, the Company’s incremental borrowing rate (“IBR”) as of the date of inception of the lease is used (for initial measurement, the IBR was determined as of the adoption date of the standard). The IBR is the rate of interest that the Company would have to pay to borrow on a collateralized basis over a similar term and amount equal to the lease payments in a similar economic environment. The Company used a ratings benchmark report against its peers in the technology sector.

The Company has operating and finance leases for its corporate offices and other service agreements. The Company's leases have remaining lease terms of 1 to 5 years, some of which include options to extend. The Company's lease expense for the year ended December 31, 2020 consisted of operating and finance leases was approximately $13.5 million.

Operating leases are included in operating lease right of use (“ROU”) assets and current and noncurrent operating lease liabilities on the Company’s consolidated balance sheets. Finance leases are included in property and equipment, accrued expenses and other liabilities, and other noncurrent liabilities on the Company’s consolidated balance sheets.

On July 13, 2020, the Company announced its decision to transition to an employee-centric model under which employees will work remotely rather than in traditional offices. In connection with this decision, the Company abandoned 14 leases in its global portfolio of office leases during the twelve months ended December 31, 2020. As a result, the Company recognized accelerated amortization to fully reduce the carrying value of the associated ROU assets between the decision date, which was determined to be July 13, 2020 and the cease use date. There were no changes to the accounting for the lease liabilities associated with the leased office spaces. Additionally, the Company recognized accelerated depreciation of fixed assets that were determined to no longer be of future economic benefit to the Company based on the decision to vacate the leased office space. Lease restructuring expenses of $24.3 million are included in restructuring costs in the condensed consolidated statements of operations for the twelve months ended December 31, 2020. The Company also incurred other non-recurring expenses of $5.1 million in restructuring costs in the condensed consolidated statements of operations for the twelve months ended December 31, 2020 associated with the transition to an employee-centric workforce model that does not rely on traditional offices. These expenses include termination penalties, moving expenses, storage expenses and incremental legal and consulting fees. The associated liability is presented on the condensed consolidated balance sheets within accrued expenses and other current liabilities as of December 31, 2020. Subsequent adjustments to these liabilities, including final settlement of the amounts, will be reflected in future period earnings.

Supplemental cash flow information related to leases for the years ended December 31, 2020 and 2019 are as follows (in thousands):


	Year Ended December 31,
	2020	2019
Cash paid for amounts included in the measurement of lease liabilities:
Operating cash flows for operating leases	4,901	6,963
Operating cash flows for finance leases	88	—
Financing cash flows for finance leases	1,154	—

The components of lease costs for the years ended December 31, 2020 and 2019 are as follows (in thousands):


	Year Ended December 31,
	2020	2019
Finance lease cost
Amortization of right-of-use assets	772	—
Interest	88	—
Operating lease cost	12,649	12,984
Total lease cost	13,509	12,984

Supplemental balance sheet information related to leases is as follows:


	As of December 31, 2020		As of December 31, 2019
Operating Leases	(in thousands, except lease term and discount rate)
Right-of-use asset, net	614		15,680

Current operating lease liability	5,718		6,602
Long term operating lease liability	7,180		12,865
Total operating lease liability	12,898		19,467

Finance Leases
Right-of-use asset, net	10,045		—

Current finance lease liability	3,488		—
Long term finance lease liability	6,176		—
Total finance lease liability	9,664		—

Weighted Average Remaining Lease Term
Operating leases	3.0 years		3.5 years
Finance leases	2.8 years		—

Weighted Average Discount Rate
Operating leases	7	%	7	%
Finance leases	4	%	—

Future minimum lease payments under non-cancellable operating and finance leases (with an initial or remaining lease terms in excess of one year) are as follows (amounts in thousands):


Year Ending December 31,	Operating Leases		Finance Leases
2021	$	6,377	3,814
2022	3,804		3,814
2023	1,955		2,572
2024	1,166		—
2025	632		—
Thereafter	263		—
Total minimum lease payments	$	14,197	$	10,200
Less: present value adjustment	(1,299)		(536)
Total lease liability	$	12,898	$	9,664

The timing and amounts of future minimum lease payments under non-cancellable operating leases in the above table may be subject to change as a result of the restructuring (see Note 14).

Rental expense for operating leases and other service agreements was approximately $13.5 million, $13.0 million and $10.9 million for the years ended December 31, 2020, 2019 and 2018 respectively.

Employee Benefit Plans

The Company has a 401(k) defined contribution plan covering all eligible employees. In 2018, the Company provided for employer matching contributions equal to 50% of employee contributions, up to the lesser of 5% of eligible compensation or $6,000. Matching contributions are deposited into the employee’s 401(k) account and are subject to 5 year graded vesting. Beginning in 2019, the Company’s 401(k) policy was changed to a Safe Harbor Plan, whereby the Company matches 100% of the first 3% of eligible compensation and 50% of the next 2% of eligible compensation. Furthermore, the match is immediately vested. Total Company matching contributions were $3.1 million, $3.2 million, and $1.6 million for the years ended December 31, 2020, 2019 and 2018, respectively.

Letters of Credit

As of December 31, 2020, the Company has a $0.1 million letter of credit outstanding substantially in favor of a certain landlord for office space. In addition, the Company has a letter of credit totaling $0.1 million as a security deposit for the due performance by the Company of the terms and conditions of a supply contract. As a result of our transition to an employee-centric workforce model that does not rely on traditional offices, there were two draws against our letter of credit in the aggregate amount of $1.8 million in connection with exiting leases in Alpharetta Georgia and Israel during the twelve months ended December 31, 2020.

Indemnifications

The Company enters into service and license agreements in its ordinary course of business. Pursuant to some of these agreements, the Company agrees to indemnify certain customers from and against certain types of claims and losses suffered or incurred by them as a result of using the Company’s products.

The Company also has agreements whereby its executive officers and directors are indemnified for certain events or occurrences while the officer or director is, or was serving, at the Company’s request in such capacity. The maximum potential amount of future payments the Company could be required to make under these indemnification agreements is unlimited; however, the Company has a directors and officers insurance policy that reduces its exposure and enables the Company to recover a portion of any future amounts paid. As a result of its insurance policy coverage, the Company believes the estimated fair value of these indemnification agreements is minimal. The Company has no liabilities recorded for these agreements as of December 31, 2020 and 2019.

Non-Income Related Taxes

The Company is in the process of finalizing its sales tax liability analysis for states in which it has economic nexus. During the first quarter of 2020, the Company determined it was probable the Company would be subject to sales tax liabilities plus applicable interest in these states and has estimated the potential exposure to range between $2.5 million to $6.3 million. The Company determined that its best estimate of what would be reasonably expected for the Company to settle the potential exposure was $2.5 million and accordingly, the Company accrued this amount with a corresponding charge to earnings as of March 31, 2020. There has not been any significant changes in the Company’s process of finalizing its sales tax liability nor in the overall accrued amount.

COVID-19 Pandemic

In December 2019, a novel coronavirus disease (“COVID-19”) was first reported. On March 11, 2020, due to worldwide spread of the virus, the World Health Organization characterized COVID-19 as a pandemic. The COVID-19 global pandemic has resulted in a widespread health crisis, and the resulting impact on governments, businesses and individuals and actions taken by them in response to the situation have resulted in widespread economic disruptions, significantly affecting broader economies, financial markets, and overall demand for the Company’s products. The COVID-19 outbreak also has caused increased uncertainty in estimates and assumptions affecting the reported amounts of assets and liabilities, and the disclosure of contingent assets and liabilities in the Company’s Condensed Consolidated Financial Statements as the extent and period of recovery from the COVID-19 outbreak and related economic disruption is difficult to forecast.

The extent to which COVID-19 impacts the Company’s business and financial results will depend on numerous evolving factors including, but not limited to, the magnitude and duration of COVID-19, the extent to which it will impact worldwide macroeconomic conditions, the speed of the anticipated recovery, and governmental and business reactions to the pandemic. The Company assessed certain accounting matters that generally require consideration of forecasted financial information in context with the information reasonably available to the Company and the unknown future impacts of COVID-19. The accounting matters assessed included, but were not limited to, the Company’s allowance for credit losses and the carrying value of the goodwill and other long-lived assets. While there was not any significant impact to the operations of the Company, during the twelve months ended December 31, 2020, the Company moved to an employee-centric model under which employees will work remotely rather than in traditional offices due to concerns about COVID-19. As a result of this decision, the Company recognized accelerated amortization to fully reduce the carrying value of the associated right of use assets (“ROU assets”) for 14 leases within its global lease portfolio, which is a material impact to the Company’s consolidated financial statements as of and for the twelve months ended December 31, 2020. Refer to earlier paragraphs of this Note 10 for a detailed discussion of the impacts of this lease restructuring.

The Company’s future assessment of the magnitude and duration of COVID-19, as well as other factors, could result in other material impacts to the Company’s consolidated financial statements in future reporting periods.

Stockholders' Equity

12 Months Ended

Dec. 31, 2020

Equity [Abstract]

Stockholders' Equity

Stockholders’ Equity

Common Stock

In November 2019, the Company filed an amendment to its Certificate of Incorporation to authorize an additional 100,000,000 shares of common stock. As December 31, 2020, there were 200,000,000 shares of common stock authorized, and 70,264,265 and 67,554,435 shares issued and outstanding, respectively. As of December 31, 2019, there were 200,000,000 shares of common stock authorized, and 66,543,073 and 63,833,243 shares issued and outstanding, respectively. The par value for the common stock is $0.001 per share.

Preferred Stock

As of December 31, 2020 and 2019, there were 5,000,000 shares of preferred stock authorized, and zero shares issued and outstanding. The par value for the preferred stock is $0.001 per share.

Stock Repurchase Program

From 2012 through 2018, the Company had a stock repurchase program in place pursuant to which the Company was authorized to repurchase shares of its common stock, in the open market or privately negotiated transactions, at times and prices considered appropriate by the Board of Directors depending upon prevailing market conditions and other corporate considerations. The timing and actual number of shares repurchased depend on a variety of factors including the timing of open trading windows, price, corporate and regulatory requirements and other market conditions. The program was discontinued at the end of 2018. The Company may or may not enter into a new stock repurchase program in the future.

Stock-Based Compensation

The Company follows FASB ASC 718-10, “Stock Compensation,” which addresses the accounting for transactions in which an entity exchanges its equity instruments for goods or services, with a primary focus on transactions in which an entity obtains employee services in share-based payment transactions. ASC 718-10 requires measurement of the cost of employee services received in exchange for an award of equity instruments based on the grant-date fair value of the award. Incremental compensation costs arising from subsequent modifications of awards after the grant date must be recognized.

The per share weighted average fair value of stock options granted during the years ended December 31, 2020, 2019 and 2018 was $13.84, $12.12, and $6.60, respectively. The fair value of each option grant is estimated on the date of grant using the Black-Scholes option-pricing model with the following weighted average assumptions for the years ended December 31, 2020, 2019 and 2018:


	December 31,
	2020	2019	2018
Dividend yield	—%	—%	—%
Risk-free interest rate	0.26% – 0.66%	1.66% – 3.05%	2.5% – 3.1%
Expected life (in years)	5.0	5.0	5.0
Historical volatility	46.50% – 53.91%	43.42% – 44%	43.5% – 48.4%

A description of the methods used in the significant assumptions used to estimate the fair value of stock-based-based compensation awards follows:

Dividend yield – The Company uses 0% as it has never issued dividends and does not anticipate issuing dividends in the near term.

Risk-free interest rate – The Company uses the market yield on U.S. Treasury securities at five years with constant maturity, representing the current expected life of stock options in years.

Expected life – The Company uses historical data to estimate the expected life of a stock option.

Historical volatility – The Company uses a trailing five year from grant date to determine volatility.

Stock Option Plans

During 1998, the Company established the Stock Option and Restricted Stock Purchase Plan (the “1998 Plan”). Under the 1998 Plan, the Board of Directors could issue incentive stock options or nonqualified stock options to purchase up to 5,850,000 shares of common stock. The 2000 Stock Incentive Plan (the “2000 Plan”) succeeded the 1998 Plan. Under the 2000 Plan, the options which had been outstanding under the 1998 Plan were incorporated in the 2000 Plan increasing the number of shares available for issuance under the plan by approximately 4,150,000, thereby reserving for issuance 10,000,000 shares of common stock in the aggregate.

The Company established the 2009 Stock Incentive Plan (the “2009 Plan”) as a successor to the 2000 Plan. Under the 2009 Plan, the options which had been outstanding under the 2000 Plan were incorporated into the 2009 Plan and the Company increased the number of shares available for issuance under the plan by 6,000,000. The Company amended the 2009 Plan (the “Amended 2009 Plan”) effective June 7, 2012. The Amended 2009 Plan increased the number of shares authorized for issuance under the plan by an additional 4,250,000. On June 2, 2017, the Company's Board of Directors amended and restated the Amended 2009 Plan effective April 30, 2017. The amended and restated plan increased the number of shares authorized for issuance under the plan by an additional 4,000,000.

On April 11, 2019, the Company’s Board of Directors adopted, and on June 6, 2019, the Company’s stockholders approved, the 2019 Stock Incentive Plan (‘‘2019 Stock Incentive Plan’’) to replace the Amended 2009 Plan, which was set to expire under its terms on June 9, 2019. Under the 2019 Stock Incentive Plan, the number of shares underlying options and other equity awards which remain outstanding, as well as the number of shares that remained available for grant, under the Amended 2009 Plan and under the Amended 2000 Plan were incorporated, as of June 6, 2019, into the 2019 Stock Incentive Plan. In addition, under the 2019 Stock Incentive Plan, 4,250,000 new shares were authorized for issuance.

On April 29, 2020, the Company's Board of Directors adopted, and on June 11, 2020, the company's stockholders approved, certain amendments to the 2019 Stock Incentive Plan, including an increase in the number of shares authorized for issuance by 3,000,000 new shares.

The number of shares authorized for issuance under the 2019 Stock Incentive Plan, the Amended 2009 Plan, and the 2000 Plan is 35,067,744 shares in the aggregate. Options to acquire common stock granted thereunder have 10-year terms. As of December 31, 2020, approximately 3.3 million shares of common stock remained available for issuance under the 2019 Stock Incentive Plan (taking into account all option exercises and other equity award settlements through December 31, 2020).

Employee Stock Purchase Plan

In June 2010, the Company’s stockholders approved the 2010 Employee Stock Purchase Plan with 1,000,000 shares of common stock initially reserved for issuance. Subject to stockholder approval, which was obtained on June 2, 2017, the Company's Board of Directors amended and restated the 2010 Employee Stock Purchase Plan effective April 30, 2017. The amended and restated plan increased the number of shares authorized for issuance under the plan by an additional 1,000,000, thereby reserving for issuance 2,000,000 shares of common stock in the aggregate.

On April 11, 2019, the Company’s Board of Directors adopted, and on June 6, 2019, the Company’s stockholders approved, the 2019 Employee Stock Purchase Plan (the ‘‘2019 Employee Stock Purchase Plan’’) to replace the Amended and Restated 2010 Employee Stock Purchase Plan which was set to expire under its terms in June 2020. There are 1,000,000 shares authorized and reserved for issuance under the 2019 Employee Stock Purchase Plan. As of December 31, 2020, approximately 0.8 million shares of common stock remain available for issuance under the 2019 Employee Stock Purchase Plan (taking into account all share purchases through December 31 2019).

Inducement Plan

During January 2018, the Company established the Inducement Plan (the “2018 Plan”). Under the 2018 Plan, the Board of Directors can issue nonqualified stock options or other equity-based awards in respect of up to 1,500,000 shares of common stock. On April 25, 2018, the Company’s Board of Directors amended and restated the 2018 Plan (the ‘‘Amended 2018 Plan’’). The Amended 2018 Plan increased the number of shares authorized for issuance under the plan by an additional 500,000 shares, and subsequently the Board of Directors approved and ratified, effective as of July 31, 2018, October 29, 2018 and February 13, 2019, increases of the number of shares authorized for issuance under the Amended 2018 Plan by 500,000, 250,000 and 618,048 shares, respectively, constituting 3,368,048 shares of common stock in the aggregate being reserved for issuance pursuant to grants under the Amended 2018 Plan. As of December 31, 2020, approximately 1.2 million shares of common stock remained available for issuance under the Amended 2018 Plan (taking into account all option exercises and other equity award settlements through December 31, 2020).

Stock Option Activity

A summary of the Company’s stock option activity and weighted average exercise prices follows:


	Stock Option Activity			Weighted Average Remaining Contractual Term (in years)	Aggregate Intrinsic Value (in thousands)
	Options (in thousands)	Weighted Average Exercise Price








Balance outstanding at December 31, 2017	7,959	$	10.71
Granted	2,033	15.00
Exercised	(3,120)	10.70
Cancelled or expired	(606)	10.03
Balance outstanding at December 31, 2018	6,266	$	12.13	6.55	$	43,348
Options vested and expected to vest	5,550	$	11.89	6.28	$	39,521
Options exercisable at December 31, 2018	3,278	$	11.12	4.64	$	25,367

Balance outstanding at December 31, 2018	6,266	$	12.13
Granted	1,425	29.76
Exercised	(1,523)	11.12
Cancelled or expired	(369)	14.76
Balance outstanding at December 31, 2019	5,799	$	16.57	6.79	$	119,064
Options vested and expected to vest	5,096	$	15.29	6.49	$	110,934
Options exercisable at December 31, 2019	2,901	$	12.03	4.95	$	72,424

Balance outstanding at December 31, 2019	5,799	$	16.57
Granted	737	31.21
Exercised	(1,683)	12.69
Cancelled or expired	(521)	23.27
Balance outstanding at December 31, 2020	4,332	$	19.78	6.79	$	183,825
Options vested and expected to vest	1,470	$	23.88	8.19	$	56,382
Options exercisable at December 31, 2020	2,280	$	14.80	5.40	$	108,128

The total fair value of stock options exercised during the years ended December 31, 2020 and 2019 was approximately $10.0 million and $8.0 million, respectively. As of December 31, 2020, there was approximately $17.9 million of total unrecognized compensation cost related to nonvested share-based compensation arrangements. That cost is expected to be recognized over a weighted average period of approximately 2.5 years.

Restricted Stock Unit Activity

A summary of the Company’s restricted stock units (“RSUs”) activity and weighted average exercise prices follows:


	Restricted Stock Unit Activity
	Number of Shares (in thousands)	Weighted Average Grant Date Fair Value (Per Share)		Aggregate Fair Value (in thousands)






Balance outstanding at December 31, 2017	873	$	8.29	$	10,053
Awarded	2,568	17.02		—
Released	(361)	9.49		—
Forfeited	(390)	9.49		—
Non-vested and outstanding at December 31, 2018	2,690	$	15.81	$	50,756

Balance outstanding at December 31, 2018	2,690	$	15.81	$	50,756
Awarded	1,979	30.99		—
Released	(1,197)	14.24		—
Forfeited	(423)	20.28		—
Non-vested and outstanding at December 31, 2019	3,049	$	24.73	$	112,848


Balance outstanding at December 31, 2019	3,049	$	24.73	$	112,848
Awarded	2,530	26.51		—
Released	(1,906)	23.40		—
Forfeited	(723)	25.19		—
Non-vested and outstanding at December 31, 2020	2,950	$	27.00	$	183,781
Expected to vest	1,939	$	26.17	$	120,674

RSUs granted to employees generally vest over a three to four-year period, or upon achievement of certain performance conditions. As of December 31, 2020, total unrecognized compensation cost, adjusted for estimated forfeitures, related to nonvested RSUs was approximately $66.8 million and the weighted-average remaining vesting period was 2.8 years.

For the year ended December 31, 2020, the Company accrued approximately $20.4 million and $8.9 million for cash awards related to bonus and for the achievement of long term incentive plan awards, respectively, to be settled in shares of the Company's stock and recorded a corresponding expense, which is included as a component of stock-based compensation expense in the accompanying consolidated financial statements. For the year ended December 31, 2019, the Company accrued approximately $19.0 million in cash awards to be settled in shares of the Company's stock and recorded a corresponding expense, which is included as a component of stock-based compensation expense in the accompanying consolidated financial statements.

Stock-based compensation expense recognized in the Company’s consolidated statements of operations and cash flows was $65.9 million and $44.1 million for the years ended December 31, 2020 and 2019, respectively.

Income Taxes

12 Months Ended

Dec. 31, 2020

Income Tax Disclosure [Abstract]

Income Taxes

Income Taxes Income taxes are accounted for under the asset and liability method. Under this method, deferred tax assets and liabilities are recognized for the future tax consequences attributable to differences between the financial statement carrying amounts of existing assets and liabilities and their respective tax bases and operating loss and tax credit carryforwards. Deferred tax assets and liabilities are measured using enacted tax rates expected to apply to taxable income in the years in which those

temporary differences are expected to be recovered or settled. In assessing the realizability of deferred tax assets, management considers whether it is more likely than not that some portion or all of the deferred tax assets will be realized. The ultimate realization of deferred tax assets is dependent upon the generation of future taxable income during the periods in which those temporary differences are expected to become deductible. Management considers the scheduled reversal of deferred tax liabilities, projected future taxable income and tax planning strategies in making this assessment. The Company includes interest accrued on the underpayment of income taxes in interest expense and penalties, if any, related to unrecognized tax benefits in general and administrative expenses. The Company recorded a valuation allowance against its U.S. deferred tax asset as it considered its cumulative loss in recent years as a significant piece of negative evidence. Since valuation allowances are evaluated on a jurisdiction by jurisdiction basis, we believe that the deferred tax assets related to LivePerson Australia, LivePerson UK, Kasamba Israel, LivePerson Japan and LivePerson LTD Israel are more likely than not to be realized as these jurisdictions have positive cumulative pre-tax book income after adjusting for permanent and one-time items. During the year ended December 31, 2020, there was an increase in the valuation recorded of $6.9 million.

The Company had a valuation allowance on certain deferred tax assets for the years ended December 31, 2018, December 31, 2019 and December 31, 2020 of $30.2 million, $48.5 million and $55.4 million, respectively. An increase in the valuation allowance in the amount of $35.1 million was recorded as an expense and a decrease of $28.2 million related to convertible notes was charged to equity during 2020. An increase in the valuation allowance in the amount of $25.0 million was recorded as an expense and a decrease of $6.7 million related to the issuance of convertible notes was charged to equity during 2019.

Under Section 382 of the Internal Revenue Code of 1986, as amended (the ‘‘Code’’), the Company’s use of its federal net operating loss (“NOL”) carryforwards may be limited if the Company experiences an ownership change, as defined in Section 382 of the Code. Such an annual limitation could result in the expiration of the NOL carryforwards before utilization. Corresponding provisions of state law may limit the Company’s ability to utilize NOL carryforwards for state tax purposes. As of December 31, 2020, the Company had approximately $311.7 million of federal NOL carryforwards available to offset future taxable income. Included in this amount is $5.1 million of federal NOL carryovers from the Company’s acquisition of Proficient in 2006. Approximately $41.2 million of these federal NOL carryforwards were generated in taxable years ending on or before December 31, 2017 and will expire in various years through 2037. Federal NOL carryforwards generated in taxable years ending after December 31, 2017, do not expire, but generally may only offset up to 80% of federal taxable income earned in a taxable year.

The domestic and foreign components of income (loss) before provision for income taxes consist of the following (amounts in thousands):


	Year Ended December 31,
	2020		2019		2018
United States	$	(113,689)	$	(105,961)	$	(38,078)
Israel	2,214		2,791		3,163
United Kingdom	536		5,377		3,690
Netherlands	3,398		(465)		3,235
Australia	1,663		716		686
Germany	243		3,854		2,900
Other (1)	507		462		230
	$	(105,128)	$	(93,226)	$	(24,174)
(1) Includes Japan and France

No additional provision has been made for U.S. income taxes on the undistributed earnings of its Israeli subsidiary, LivePerson Ltd. (formerly HumanClick Ltd.), as such earnings have been taxed in the U.S. and accumulated earnings of the Company’s other foreign subsidiaries are immaterial through December 31, 2020.

The provision for income taxes consists of the following (amounts in thousands):


	Year Ended December 31,
	2020		2019		2018
Current income taxes:
U.S. Federal	$	(581)	$	(452)	$	(1,932)
State and local	59		89		67
Foreign	2,408		4,415		3,032
Total current income taxes	1,886		4,052		1,167

Deferred income taxes:
U.S. Federal	(151)		126		(295)
State and local	459		135		(28)
Foreign	272		(1,468)		14
Total deferred income taxes	580		(1,207)		(309)
Total provision for income taxes	$	2,466	$	2,845	$	858

The difference between the total income taxes computed at the federal statutory rate and the provision for income taxes consists of the following:


	Year Ended December 31,
	2020		2019		2018
Federal statutory rate	21.00	%	21.00	%	21.00	%
State taxes, net of federal benefit	4.82	%	2.95	%	3.30	%
Non-deductible expenses – stock based compensation	(1.21)	%	1.82	%	4.73	%
Global Intangible Low Tax Income Inclusion	—	%	(2.29)	%	(7.99)	%
Non-deductible expenses – Other	0.14	%	(0.37)	%	(0.28)	%
Non-deductible excess compensation	(5.52)	%	(1.20)	%	(2.30)	%
Foreign taxes	(3.98)	%	(1.86)	%	(1.34)	%
Valuation allowance	(30.87)	%	(26.42)	%	(28.91)	%
Stock based compensation - excess tax benefit	9.93	%	6.18	%	6.10	%
Other	3.34	%	(2.86)	%	2.09	%
Total provision	(2.35)	%	(3.05)	%	(3.60)	%

The effects of temporary differences and federal NOL carryforwards that give rise to significant portions of federal deferred tax assets and deferred tax liabilities at December 31, 2020 and 2019 are presented below (amounts in thousands):


	Year Ended December 31,
	2020		2019
Deferred tax assets:
Net operating loss carryforwards	$	78,651	$	49,423
Foreign Tax Credit	1,222		—
Original Issue Discount	16,464		5,201
Interest	1,986		875
Operating lease liability	5,150		3,306
Accounts payable and accrued expenses	7,289		5,934
Non-cash compensation	7,401		4,195
Intangibles amortization	3,620		3,273
Allowance for doubtful accounts	954		419
Total deferred tax assets	122,737		72,626
Less valuation allowance	(55,357)		(48,451)
Deferred tax assets, net of valuation allowance	67,380		24,175
Deferred tax liabilities:
Property and equipment	(10,048)		(6,361)
Goodwill amortization and contingent earn-out adjustments	(5,294)		(3,430)
Convertible Notes Issuance	(49,118)		(11,055)
Operating lease right of use asset	(2,511)		(2,504)
Total deferred tax liabilities	(66,971)		(23,350)
Net deferred tax assets (liabilities)	$	409	$	825

We have income tax NOL carryforwards related to federal and Australian income tax carryforwards of $311.7 million and $2.0 million respectively. The Australian NOLs can be carried forward indefinitely. $270.4 million of the federal NOLs can be carried forward indefinitely. $6.0 million of the federal NOLs will expire between 2021 and 2026, and $35.2 million will expire between 2036 and 2037. We have $221.9 million of state NOLs, of which $47.3 million can be carried forward indefinitely and $174.6 million expire between 2023 and 2040.

ASC Topic 740-10 clarifies the accounting for uncertainty in income taxes recognized in the financial statements in accordance with other provisions contained within this guidance. This topic prescribes a recognition threshold and a measurement attribute for the financial statement recognition and measurement of tax positions taken or expected to be taken in a tax return. For those benefits to be recognized, a tax position must be more likely than not to be sustained upon examination by the taxing authorities. The amount recognized is measured as the largest amount of benefit that is greater than 50% likely of being realized upon ultimate audit settlement. The Company had unrecognized tax benefits of $3.6 million as of December 31, 2020 and $2.0 million as of December 31, 2019, respectively. Accrued interest and penalties included in the Company's liability related to unrecognized tax benefits and recorded in accrued expenses and other current liabilities were immaterial at December 31, 2020 and 2019.

A reconciliation of the beginning and ending amount of unrecognized tax benefits is as follows (in thousands):


	Year Ended December 31,
	2020		2019
Unrecognized tax benefits balance at January 1	$	2,053	$	1,921
Gross decrease for tax positions of prior years	(438)		—
Gross increase for tax positions of current years	2,984		584
Decrease due to expiration of statue	—		(452)
Decrease due to settlement	(984)		—
Gross unrecognized tax benefits at December 31	$	3,615	$	2,053

The tax years subject to examination by major tax jurisdictions include the years 2015 and forward for U.S states and New York City, the years 2016 and forward for U.S. Federal, and the years 2015 and forward for certain foreign jurisdictions.

Tax Legislation

On March 27, 2020, the Coronavirus Aid, Relief, and Economic Security (CARES) Act was signed into law making several changes to the Internal Revenue Code. The changes include, but are not limited to: increasing the limitation on the amount of deductible interest expense, allowing companies to carryback certain net operating losses, and increasing the amount of net operating loss carryforwards that corporations can use to offset taxable income. As a result of the CARES Act, the Company filed refund claims relating to prior years totaling $0.6 million.

- Definition

The entire disclosure for income taxes. Disclosures may include net deferred tax liability or asset recognized in an enterprise's statement of financial position, net change during the year in the total valuation allowance, approximate tax effect of each type of temporary difference and carryforward that gives rise to a significant portion of deferred tax liabilities and deferred tax assets, utilization of a tax carryback, and tax uncertainties information.

+ References + Details

Legal Matters	12 Months Ended
Legal Matters	Dec. 31, 2020
Loss Contingency, Information about Litigation Matters [Abstract]
Legal Matters	Legal Matters The Company previously filed an intellectual property suit against [24]7 Customer, Inc. (‘‘[24]7’’) in the Southern District of New York on March 6, 2014 seeking damages on the grounds that [24]7 reverse engineered and misappropriated the Company’s technology to develop competing products and misused the Company’s business information. On June 22, 2015, [24]7 Customer, Inc. filed suit against the Company in the Northern District of California alleging patent infringement. On December 7, 2015, [24]7 Customer Inc. filed a second patent infringement suit against the Company, also in the Northern District of California. On March 16, 2017, the New York case was voluntarily transferred and consolidated with the two California cases in the Northern District of California for all pre-trial purposes. Rulings by both the Court and the United States Patent Office in the Company’s favor have invalidated the majority of [24]7 patents that were asserted in the patent cases. Trial for the Company’s intellectual property and other claims asserted against [24]7 is set for May 24, 2021. Trial for [24]7’s patent infringement claims has been vacated, to be reset after the trial on the Company's claims. The Company believes the claims filed by [24]7 are entirely without merit and intends to defend them vigorously. The Company routinely assesses all of its litigation and threatened litigation as to the probability of ultimately incurring a liability, and records its best estimate of the ultimate loss in situations where the Company assesses the likelihood of loss as probable. From time to time, the Company is involved in or subject to legal, administrative and regulatory proceedings, claims, demands and investigations arising in the ordinary course of business, including direct claims brought by or against the Company with respect to intellectual property, contracts, employment and other matters, as well as claims brought against the Company’s customers for whom the Company has a contractual indemnification obligation. The Company accrues for a liability when it is both probable that a liability has been incurred and the amount of the loss can be reasonably estimated. Significant judgment is required in both the determination of probability and the determination as to whether a loss is reasonably estimable. In addition, in the event the Company determines that a loss is not probable, but is reasonably possible, and it becomes possible to develop what the Company believes to be a reasonable range of possible loss, then the Company will include disclosure related to such matter as appropriate and in compliance with ASC 450. The accruals or estimates, if any, resulting from the foregoing analysis, are reviewed at least quarterly and adjusted to reflect the impact of negotiations, settlements, rulings, advice of legal counsel and other information and events pertaining to a particular matter. To the extent there is a reasonable possibility that the losses could exceed the amounts already accrued, the Company will, as applicable, adjust the accrual in the period the determination is made, disclose an estimate of the additional loss or range of loss, indicate that the estimate is immaterial with respect to its financial statements as a whole or, if the amount of such adjustment cannot be reasonably estimated, disclose that an estimate cannot be made. From time to time, third parties assert claims against the Company regarding intellectual property rights, privacy issues and other matters arising in the ordinary course of business. Although the Company cannot be certain of the outcome of any litigation or the disposition of any claims, nor the amount of damages and exposure, if any, that the Company could incur, the Company currently believes that the final disposition of all existing matters will not have a material adverse effect on our business, results of operations, financial condition or cash flows. In addition, in the ordinary course of business, the Company is also subject to periodic threats of lawsuits, investigations and claims. Regardless of the outcome, litigation can have an adverse impact on the Company because of defense and settlement costs, diversion of management resources and other factors.

Restructuring Costs

12 Months Ended

Dec. 31, 2020

Restructuring and Related Activities [Abstract]

Restructuring Costs

In response to the COVID-19 pandemic, the Company went through a re-evaluation of its real estate needs. In connection with this re-evaluation, and the success the Company has had working remotely, it was decided in July 2020 that the Company would significantly reduce the real estate space it leases. This decision resulted in the significant reduction of the real estate space leased by the Company and the removal of the associated ROU assets. Furthermore, this resulted in various one-time expenses in connection with the abandonment of the majority of the Company's leased facilities. The lease restructuring costs noted below are a result of this transition to an employee-centric workforce model that does not rely on traditional offices.

On top of the lease restructuring costs, the Company went through a further restructuring related to costs associated with re-prioritizing and reallocating resources to focus on areas showing high growth potential.

The expenses associated with these restructuring events were approximately $29.4 million, $2.0 million, and $4.5 million during the years ended December 31, 2020, 2019, and 2018, respectively, and is classified in the consolidated statements of operations as restructuring costs. The restructuring liability was approximately $4.7 million and $0.3 million as of December 31, 2020 and 2019, respectively, and is classified as accrued expenses and other current liabilities on the consolidated balance sheets.

The following table presents the detail of the liability for the Company’s restructuring charges for the periods presented (amounts in thousands):


	December 31, 2020		December 31, 2019
Balance, Beginning of the year	$	314	$	977
Lease restructuring costs	5,034		—
Severance and other associated costs	5,090		2,043
Cash payments	(5,706)		(2,706)
Balance, End of year	$	4,732	$	314

The following table presents the detail of expenses for the Company’s restructuring charges for the periods presented (amounts in thousands):


	December 31, 2020		December 31, 2019		December 31, 2018
Lease restructuring costs:
ROU assets write down	$	13,938	$	—	$	—
Abandonment of property and equipment	5,147		—		—
Other lease restructuring costs	5,245		—		—
Total Lease restructuring costs	$	24,330	$	—	$	—

Severance and other associated costs	$	5,090	$	2,043	$	4,468

Total restructuring costs	$	29,420	$	2,043	$	4,468

Description of Business and Summary of Significant Accounting Policies (Policies)

12 Months Ended

Dec. 31, 2020

Accounting Policies [Abstract]

Summary of Operations

Principles of Consolidation

Use of Estimates

Concentration of Credit Risk

Foreign Currency Translation

Foreign Currency Translation The Company’s operations are conducted in various countries around the world and the financial statements of its foreign subsidiaries are reported in the applicable foreign currencies (functional currencies). Financial information is translated from the applicable functional currency to the U.S. dollar (the reporting currency) for inclusion in the Company’s consolidated financial statements. Income, expenses and cash flows are translated at weighted average exchange rates prevailing during the fiscal period, and assets and liabilities are translated at fiscal period-end exchange rates. Resulting translation adjustments are included as a component of accumulated other comprehensive income (loss) in stockholders’ equity. Foreign exchange transaction gain or losses are included in Other Income (Expense), net in the accompanying consolidated statements of operations.

Cash and Cash Equivalents

Accounts Receivable

Accounts ReceivableAccounts receivable are recorded at the invoiced amount and do not bear interest. The allowance for doubtful accounts is the Company’s best estimate of the amount of probable credit losses in the Company’s existing accounts receivable. The Company determines the allowance based on historical write-off experience. The Company reviews its allowance for doubtful accounts monthly. Past due balances over 90 days and over a specified amount are reviewed individually for collectability. All other balances are reviewed on a pooled basis. Account balances are charged off against the allowance after all means of collection have been exhausted and the potential for recovery is considered remote. The Company does not have any off-balance sheet credit exposure related to its customers.

Property and Equipment

Property and EquipmentProperty and equipment are stated at cost, net of accumulated depreciation, and amortization. Depreciation and amortization is calculated using the straight-line method over the estimated useful lives of the related assets, generally three to five years for equipment and software. Leasehold improvements are amortized using the straight-line method over the shorter of the lease term or the estimated useful life of the asset.

Internal-Use Software Development Costs

Internal-Use Software Development CostsIn accordance with the Financial Accounting Standards Board (“FASB”) Accounting Standards Codification (“ASC”) 350-40, ‘‘Internal-Use Software’’, the Company capitalizes its costs to develop its internal use software when preliminary development efforts are successfully completed, management has authorized and committed project funding, and it is probable that the project will be completed and the software will be used as intended. These costs are included in property and equipment in the Company's consolidated balance sheets and are amortized on a straight-line basis over the estimated useful life of the related asset, which approximates five years. Costs incurred prior to meeting these criteria, together with costs incurred for training and maintenance, are expensed as incurred.

Goodwill and Intangible Assets

No goodwill impairment charges have been recorded for any period presented.

Business Combination

Business Combinations

Impairment of Long-Lived Assets

Revenue Recognition

The Company determines revenue recognition through the following steps:

•Identification of the contract, or contracts, with a customer;

•Identification of the performance obligations in the contract;

•Determination of the transaction price;

•Allocation of the transaction price to the performance obligations in the contract; and

•Recognition of revenue when, or as, the Company satisfies a performance obligation.

Total revenue of $366.6 million, $291.6 million, and $249.8 million was recognized during the years ended December 31, 2020, December 31, 2019 and December 31, 2018, respectively.

Hosted Services- Business Revenue

Professional Services Revenues

Remaining Performance Obligation

Contracts with Multiple Performance Obligations

Hosted Services- Consumer Revenue

Deferred Revenues

The following table presents deferred revenue by revenue source (amounts in thousands):


	December 31,
	2020		2019
Hosted services – Business	$	86,144	$	82,892
Hosted services – Consumer	835		687
Professional services – Business	1,869		5,172
Total deferred revenue - short term	$	88,848	$	88,751

Hosted services – Business	$	—	$	—
Professional services – Business	409		438
Total deferred revenue - long term	$	409	$	438

Disaggregated Revenue

The following table presents the Company's revenues disaggregated by revenue source (amounts in thousands):


	December 31,
	2020		2019		2018
Revenue:
Hosted services – Business	$	286,588	$	225,705	$	197,474
Hosted services – Consumer	29,764		24,480		19,553
Professional services	50,268		41,424		32,811
Total revenue	$	366,620	$	291,609	$	249,838

Revenue by Geographic Location


	December 31,
	2020		2019		2018
United States	$	230,557	$	170,815	$	146,702
Other Americas (1)	13,420		11,462		7,315
Total Americas	243,977		182,277		154,017
EMEA (2) (4)	83,326		78,301		71,318
APAC (3)	39,317		31,031		24,503
Total revenue	$	366,620	$	291,609	$	249,838

(1) Canada, Latin America and South America

(2) Europe, the Middle East and Africa (“EMEA”)

(3) Asia-Pacific (“APAC”)

Information about Contract Balances

Amounts collected in advance of services being provided are accounted for as deferred revenue. Nearly all of the Company's deferred revenue balance is related to Hosted Services- Business Revenue.


	Accounts Receivable (1)		Unbilled Receivable (1)		Contract Acquisition Costs (noncurrent)		Deferred Revenue (current)		Deferred Revenue (long term)
Opening Balance as of December 31, 2019	$	70,318	$	17,302	$	31,965	$	88,751	$	438
Increase (decrease), net	(8,517)		1,320		9,056		97		(29)
Ending Balance as of December 31, 2020	$	61,801	$	18,622	$	41,021	$	88,848	$	409

(1) These accounts include the $0.7 million adjustment in connection with the adoption of ASU 2016-13 (Topic 326).

Advertising Costs

AdvertisingThe Company expenses the cost of advertising and promoting its services as incurred in the sales and marketing expense on the consolidated statement of operations.

Stock-Based Compensation

Deferred Rent

Income Taxes

Comprehensive Loss

Recently Issued Accounting Standards

• removing certain conditions required to meet the settlement criterion

• clarifying that Instruments that are not indexed to the issuer's own stock must be remeasured at fair value through

earnings at each reporting period; and

• clarifying the scope of reassessment guidance and disclosure requirements in Subtopic 815-40. The ASU also makes

targeted improvements to the disclosure requirements for convertible instruments and earnings-per-share guidance.

Recently Adopted Accounting Pronouncements

Description of Business and Summary of Significant Accounting Policies (Tables)

12 Months Ended

Dec. 31, 2020

Accounting Policies [Abstract]

Schedule of Activity in the Allowance for Doubtful Accounts

The activity in the allowance for doubtful accounts is as follows (amounts in thousands):


Year Ended December 31,	Beginning Balance		Additions Charged to Costs and Expenses		Deductions / Write-Offs		ASU 2016-13 (Topic 326) Adjustment		Ending Balance
2018	$	1,318	$	1,788	$	(830)	$	—	$	2,276
2019	$	2,276	$	2,159	$	(1,365)	$	—	$	3,070
2020	$	3,070	$	3,211	$	(1,666)	$	729	$	5,344

Schedule of Deferred Revenue by Revenue Source

The following table presents deferred revenue by revenue source (amounts in thousands):


	December 31,
	2020		2019
Hosted services – Business	$	86,144	$	82,892
Hosted services – Consumer	835		687
Professional services – Business	1,869		5,172
Total deferred revenue - short term	$	88,848	$	88,751

Hosted services – Business	$	—	$	—
Professional services – Business	409		438
Total deferred revenue - long term	$	409	$	438

Schedule of Disaggregated of Revenue

Disaggregated Revenue

The following table presents the Company's revenues disaggregated by revenue source (amounts in thousands):


	December 31,
	2020		2019		2018
Revenue:
Hosted services – Business	$	286,588	$	225,705	$	197,474
Hosted services – Consumer	29,764		24,480		19,553
Professional services	50,268		41,424		32,811
Total revenue	$	366,620	$	291,609	$	249,838

Schedule of Revenue by Geographic Location

The following table presents the Company's revenues attributable to domestic and foreign operations for the years ended (amounts in thousands):


	December 31,
	2020		2019		2018
United States	$	230,557	$	170,815	$	146,702
Other Americas (1)	13,420		11,462		7,315
Total Americas	243,977		182,277		154,017
EMEA (2) (4)	83,326		78,301		71,318
APAC (3)	39,317		31,031		24,503
Total revenue	$	366,620	$	291,609	$	249,838

(1) Canada, Latin America and South America

(2) Europe, the Middle East and Africa (“EMEA”)

(3) Asia-Pacific (“APAC”)

Schedule of Receivables, Contract Acquisition Costs, and Deferred Revenue

The opening and closing balances of the Company's accounts receivable, unbilled receivables, and deferred revenues are as follows (amounts in thousands):


	Accounts Receivable (1)		Unbilled Receivable (1)		Contract Acquisition Costs (noncurrent)		Deferred Revenue (current)		Deferred Revenue (long term)
Opening Balance as of December 31, 2019	$	70,318	$	17,302	$	31,965	$	88,751	$	438
Increase (decrease), net	(8,517)		1,320		9,056		97		(29)
Ending Balance as of December 31, 2020	$	61,801	$	18,622	$	41,021	$	88,848	$	409

Net Loss per Share (Tables)

12 Months Ended

Dec. 31, 2020

Earnings Per Share [Abstract]

Reconciliation of Shares Used in Calculating Basic and Diluted Earnings Per Share

A reconciliation of shares used in calculating basic and diluted earnings per share follows:


	Year Ended December 31,
	2020	2019	2018
Basic	65,888,450	62,593,026	59,203,400
Effect of assumed exercised options	—	—	—
Diluted	65,888,450	62,593,026	59,203,400

Segment Information (Tables)

12 Months Ended

Dec. 31, 2020

Segment Reporting [Abstract]

Summary Of Financial Information By Segment


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	286,588	$	—	$	—	$	286,588
Hosted services – Consumer	—		29,764		—		29,764
Professional services – Business	50,268		—		—		50,268
Total revenue	336,856		29,764		—		366,620
Cost of revenue	99,394		6,874		—		106,268
Sales and marketing	128,752		21,021		—		149,773
Amortization of purchased intangibles	1,639		—		—		1,639
Unallocated corporate expenses	—		—		198,391		198,391
Operating income (loss)	$	107,071	$	1,869	$	(198,391)	$	(89,451)


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	225,705	$	—	$	—	$	225,705
Hosted services – Consumer	—		24,480		—		24,480
Professional services – Business	41,424		—		—		41,424
Total revenue	267,129		24,480		—		291,609
Cost of revenue	74,460		4,418		—		78,878
Sales and marketing	140,880		15,934		—		156,814
Amortization of purchased intangibles	1,794		—		—		1,794
Unallocated corporate expenses	—		—		141,155		141,155
Operating income (loss)	$	49,995	$	4,128	$	(141,155)	$	(87,032)


	Business		Consumer		Corporate		Consolidated
Revenue:
Hosted services – Business	$	197,474	$	—	$	—	$	197,474
Hosted services – Consumer	—		19,553		—		19,553
Professional services – Business	32,811		—		—		32,811
Total revenue	230,285		19,553		—		249,838
Cost of revenue	58,420		4,059		—		62,479
Sales and marketing	94,339		9,005		—		103,344
Amortization of purchased intangibles	1,670		—		—		1,670
Unallocated corporate expenses	—		—		106,048		106,048
Operating income (loss)	$	75,856	$	6,489	$	(106,048)	$	(23,703)

Schedule of Long-Lived Assets By Geographic Region

The following table presents the Company's long-lived assets by geographic region for the periods presented (amounts in thousands):


	December 31,
	2020		2019
United States	$	202,275	$	177,776
Israel	16,657		16,680
Australia	13,792		13,765
Netherlands	8,301		7,705
Other (1)	16,596		18,677
Total long-lived assets	$	257,621	$	234,603

(1) United Kingdom, Germany, Japan, France, Italy, Spain, Canada, and Singapore

Property and Equipment (Tables)

12 Months Ended

Dec. 31, 2020

Property, Plant and Equipment [Abstract]

Schedule of Property And Equipment

The following table presents the detail of property and equipment for the periods presented (amounts in thousands):


	December 31,
	2020		2019
Computer equipment and software	$	107,666	$	92,493
Furniture, equipment and building improvements	—		16,487
Internal-use software development costs	86,454		52,544
Finance lease right-of-use assets	10,045		—
	204,165		161,524
Less: accumulated depreciation and amortization	(98,110)		(85,288)
Total	$	106,055	$	76,236

Goodwill and Intangible Assets (Tables)

12 Months Ended

Dec. 31, 2020

Goodwill and Intangible Assets Disclosure [Abstract]

Schedule of Changes in Goodwill

The changes in the carrying amount of goodwill for the year ended December 31, 2020 are as follows (amounts in thousands):


	Business		Consumer		Total
Balance as of December 31, 2019	$	86,963	$	8,024	$	94,987
Adjustments to goodwill:
Foreign exchange adjustments	205		—		205
Balance as of December 31, 2020	$	87,168	$	8,024	$	95,192

The changes in the carrying amount of goodwill for the year ended December 31, 2019 are as follows (amounts in thousands):


	Business		Consumer		Total
Balance as of December 31, 2018	$	87,007	$	8,024	$	95,031
Adjustments to goodwill:
Acquisitions	—		—		—
Foreign exchange adjustments	(44)		—		(44)
Balance as of December 31, 2019	$	86,963	$	8,024	$	94,987

Summary of Intangible Assets

Intangible assets are summarized as follows (see Note 8) (amounts in thousands):


	December 31, 2020
	Gross Carrying Amount		Accumulated Amortization		Net Carrying Amount		Weighted Average Amortization Period
Amortizing intangible assets:
Technology	$	30,499	$	(26,818)	$	3,681	5.4 years
Customer relationships	16,981		(13,982)		2,999		8.4 years
Patents	5,076		(908)		4,168		12.5 years
Other	314		(235)		79		2.2 years
Total	$	52,870	$	(41,943)	$	10,927


	December 31, 2019
	Gross Carrying Amount		Accumulated Amortization		Net Carrying Amount		Weighted Average Amortization Period
Amortizing intangible assets:
Technology	$	30,413	$	(25,187)	$	5,226	5.3 years
Customer relationships	16,964		(12,958)		4,006		8.4 years
Patents	3,267		(714)		2,553		12.8 years
Other	262		(235)		27		2.7 years
Total	$	50,906	$	(39,094)	$	11,812

Schedule of Future Amortization Expense

Estimated amortization expense for the next five years is as follows (amounts in thousands):


	Estimated Amortization Expense
2021	$	2,611
2022	2,240
2023	959
2024	756
2025	334
Thereafter	4,027
Total	$	10,927

Accrued Liabilities and Other Current Liabilities (Tables)

12 Months Ended

Dec. 31, 2020

Payables and Accruals [Abstract]

Schedule of Accrued Liabilities and Other Current Liabilities

The following table presents the detail of accrued liabilities and other current liabilities for the periods presented (amounts in thousands):


	December 31,
	2020		2019
Payroll and other employee related costs	$	39,820	$	27,920
Professional services, consulting and other vendor fees	38,796		20,382
Unrecognized tax benefits	2,039		2,053
Sales commissions	6,988		9,654
Contingent earn-out (Note 8)	—		557
Restructuring	4,732		314
Non Income Tax	2,954		—
Other	4,541		1,898
Total	$	99,870	$	62,778

Convertible Senior Notes and Capped Call Transactions (Tables)

12 Months Ended

Dec. 31, 2020

Debt Disclosure [Abstract]

Schedule of Carrying Amount of Convertible Debt and Related Interest

The net carrying amount of the liability component of the Notes was as follows (in thousands):


	As of December 31, 2020		As of December 31, 2019
Principal	$	747,500	$	230,000
Unamortized discount	(196,269)		(45,295)
Unamortized issuance costs	(12,799)		(5,693)
Net carrying amount	$	538,432	$	179,012

The net carrying amount of the equity component of the Notes was as follows (in thousands):


	As of December 31, 2020		As of December 31, 2019
Proceeds allocated to the conversion options (debt discount)	$	215,434	$	52,900
Issuance costs	(5,783)		(1,986)
Net carrying amount	$	209,651	$	50,914

The following table sets forth the interest expense recognized related to the Notes (in thousands):


	For the Year Ended December 31, 2020		For the Year Ended December 31, 2019
Contractual interest expense	$	1,725	$	1,438
Amortization of issuance costs	1,340		956
Amortization of debt discount	11,564		7,605
Total interest expense	$	14,629	$	9,999

Fair Value Measurements (Tables)

12 Months Ended

Dec. 31, 2020

Fair Value Disclosures [Abstract]

Schedule of Assets and Liabilities Measured at Fair Value on Recurring Basis

The Company's assets and liabilities that are measured at fair value on a recurring basis, by level, within the fair value hierarchy as of December 31, 2020 and December 31, 2019, are summarized as follows (amounts in thousands).


	December 31, 2020								December 31, 2019
	Level 1		Level 2		Level 3		Total		Level 1		Level 2		Level 3		Total
Assets:
Cash equivalents:
Money market funds	$	328,195	$	—	$	—	$	328,195	$	2,899	$	—	$	—	$	2,899
Total assets	$	328,195	$	—	$	—	$	328,195	$	2,899	$	—	$	—	$	2,899

Liabilities:
Contingent earn-out	$	—	$	—	$	—	$	—	$	—	$	—	$	557	$	557
Total liabilities	$	—	$	—	$	—	$	—	$	—	$	—	$	557	$	557

Schedule of Changes in Fair Value of Level 3 Liabilities

The changes in fair value of the Level 3 liabilities are as follows (amounts in thousands):


	Contingent Earn-Out
	December 31,
	2020		2019
Balance, Beginning of year	$	557	$	2,372
Conversable, Inc. fair value adjustment (see Note 8)	—		(496)
AdvantageTec, Inc. fair value adjustment (see Note 8)	(263)		168
Payments	(294)		(1,487)
Balance, End of year	$	—	$	557

Commitments and Contingencies (Tables)

12 Months Ended

Dec. 31, 2020

Commitments and Contingencies Disclosure [Abstract]

Schedule of Lease Information

Supplemental cash flow information related to leases for the years ended December 31, 2020 and 2019 are as follows (in thousands):


	Year Ended December 31,
	2020	2019
Cash paid for amounts included in the measurement of lease liabilities:
Operating cash flows for operating leases	4,901	6,963
Operating cash flows for finance leases	88	—
Financing cash flows for finance leases	1,154	—

The components of lease costs for the years ended December 31, 2020 and 2019 are as follows (in thousands):


	Year Ended December 31,
	2020	2019
Finance lease cost
Amortization of right-of-use assets	772	—
Interest	88	—
Operating lease cost	12,649	12,984
Total lease cost	13,509	12,984

Supplemental balance sheet information related to leases is as follows:


	As of December 31, 2020		As of December 31, 2019
Operating Leases	(in thousands, except lease term and discount rate)
Right-of-use asset, net	614		15,680

Current operating lease liability	5,718		6,602
Long term operating lease liability	7,180		12,865
Total operating lease liability	12,898		19,467

Finance Leases
Right-of-use asset, net	10,045		—

Current finance lease liability	3,488		—
Long term finance lease liability	6,176		—
Total finance lease liability	9,664		—

Weighted Average Remaining Lease Term
Operating leases	3.0 years		3.5 years
Finance leases	2.8 years		—

Weighted Average Discount Rate
Operating leases	7	%	7	%
Finance leases	4	%	—

Schedule of Future Minimum Lease Payments

Future minimum lease payments under non-cancellable operating and finance leases (with an initial or remaining lease terms in excess of one year) are as follows (amounts in thousands):


Year Ending December 31,	Operating Leases		Finance Leases
2021	$	6,377	3,814
2022	3,804		3,814
2023	1,955		2,572
2024	1,166		—
2025	632		—
Thereafter	263		—
Total minimum lease payments	$	14,197	$	10,200
Less: present value adjustment	(1,299)		(536)
Total lease liability	$	12,898	$	9,664

Stockholders' Equity (Tables)

12 Months Ended

Dec. 31, 2020

Equity [Abstract]

Weighted Average Assumptions of Fair Value Options Using Black-Scholes Option-Pricing Model

The fair value of each option grant is estimated on the date of grant using the Black-Scholes option-pricing model with the following weighted average assumptions for the years ended December 31, 2020, 2019 and 2018:


	December 31,
	2020	2019	2018
Dividend yield	—%	—%	—%
Risk-free interest rate	0.26% – 0.66%	1.66% – 3.05%	2.5% – 3.1%
Expected life (in years)	5.0	5.0	5.0
Historical volatility	46.50% – 53.91%	43.42% – 44%	43.5% – 48.4%

Schedule of Stock Option Activity

A summary of the Company’s stock option activity and weighted average exercise prices follows:


	Stock Option Activity			Weighted Average Remaining Contractual Term (in years)	Aggregate Intrinsic Value (in thousands)
	Options (in thousands)	Weighted Average Exercise Price








Balance outstanding at December 31, 2017	7,959	$	10.71
Granted	2,033	15.00
Exercised	(3,120)	10.70
Cancelled or expired	(606)	10.03
Balance outstanding at December 31, 2018	6,266	$	12.13	6.55	$	43,348
Options vested and expected to vest	5,550	$	11.89	6.28	$	39,521
Options exercisable at December 31, 2018	3,278	$	11.12	4.64	$	25,367

Balance outstanding at December 31, 2018	6,266	$	12.13
Granted	1,425	29.76
Exercised	(1,523)	11.12
Cancelled or expired	(369)	14.76
Balance outstanding at December 31, 2019	5,799	$	16.57	6.79	$	119,064
Options vested and expected to vest	5,096	$	15.29	6.49	$	110,934
Options exercisable at December 31, 2019	2,901	$	12.03	4.95	$	72,424

Balance outstanding at December 31, 2019	5,799	$	16.57
Granted	737	31.21
Exercised	(1,683)	12.69
Cancelled or expired	(521)	23.27
Balance outstanding at December 31, 2020	4,332	$	19.78	6.79	$	183,825
Options vested and expected to vest	1,470	$	23.88	8.19	$	56,382
Options exercisable at December 31, 2020	2,280	$	14.80	5.40	$	108,128

Schedule Restricted Stock Units Activity

Restricted Stock Unit Activity

A summary of the Company’s restricted stock units (“RSUs”) activity and weighted average exercise prices follows:


	Restricted Stock Unit Activity
	Number of Shares (in thousands)	Weighted Average Grant Date Fair Value (Per Share)		Aggregate Fair Value (in thousands)






Balance outstanding at December 31, 2017	873	$	8.29	$	10,053
Awarded	2,568	17.02		—
Released	(361)	9.49		—
Forfeited	(390)	9.49		—
Non-vested and outstanding at December 31, 2018	2,690	$	15.81	$	50,756

Balance outstanding at December 31, 2018	2,690	$	15.81	$	50,756
Awarded	1,979	30.99		—
Released	(1,197)	14.24		—
Forfeited	(423)	20.28		—
Non-vested and outstanding at December 31, 2019	3,049	$	24.73	$	112,848


Balance outstanding at December 31, 2019	3,049	$	24.73	$	112,848
Awarded	2,530	26.51		—
Released	(1,906)	23.40		—
Forfeited	(723)	25.19		—
Non-vested and outstanding at December 31, 2020	2,950	$	27.00	$	183,781
Expected to vest	1,939	$	26.17	$	120,674

Income Taxes (Tables)

12 Months Ended

Dec. 31, 2020

Income Tax Disclosure [Abstract]

Schedule of Domestic and Foreign Components of Income Before Provision for Income Taxes

The domestic and foreign components of income (loss) before provision for income taxes consist of the following (amounts in thousands):


	Year Ended December 31,
	2020		2019		2018
United States	$	(113,689)	$	(105,961)	$	(38,078)
Israel	2,214		2,791		3,163
United Kingdom	536		5,377		3,690
Netherlands	3,398		(465)		3,235
Australia	1,663		716		686
Germany	243		3,854		2,900
Other (1)	507		462		230
	$	(105,128)	$	(93,226)	$	(24,174)
(1) Includes Japan and France

Schedule of Provision For Income Taxes

The provision for income taxes consists of the following (amounts in thousands):


	Year Ended December 31,
	2020		2019		2018
Current income taxes:
U.S. Federal	$	(581)	$	(452)	$	(1,932)
State and local	59		89		67
Foreign	2,408		4,415		3,032
Total current income taxes	1,886		4,052		1,167

Deferred income taxes:
U.S. Federal	(151)		126		(295)
State and local	459		135		(28)
Foreign	272		(1,468)		14
Total deferred income taxes	580		(1,207)		(309)
Total provision for income taxes	$	2,466	$	2,845	$	858

Schedule of Reconciliation of Federal Statutory Tax Rate to Effective Income Tax Rate

The difference between the total income taxes computed at the federal statutory rate and the provision for income taxes consists of the following:


	Year Ended December 31,
	2020		2019		2018
Federal statutory rate	21.00	%	21.00	%	21.00	%
State taxes, net of federal benefit	4.82	%	2.95	%	3.30	%
Non-deductible expenses – stock based compensation	(1.21)	%	1.82	%	4.73	%
Global Intangible Low Tax Income Inclusion	—	%	(2.29)	%	(7.99)	%
Non-deductible expenses – Other	0.14	%	(0.37)	%	(0.28)	%
Non-deductible excess compensation	(5.52)	%	(1.20)	%	(2.30)	%
Foreign taxes	(3.98)	%	(1.86)	%	(1.34)	%
Valuation allowance	(30.87)	%	(26.42)	%	(28.91)	%
Stock based compensation - excess tax benefit	9.93	%	6.18	%	6.10	%
Other	3.34	%	(2.86)	%	2.09	%
Total provision	(2.35)	%	(3.05)	%	(3.60)	%

Schedule of Federal Deferred Tax Assets and Deferred Tax Liabilities


	Year Ended December 31,
	2020		2019
Deferred tax assets:
Net operating loss carryforwards	$	78,651	$	49,423
Foreign Tax Credit	1,222		—
Original Issue Discount	16,464		5,201
Interest	1,986		875
Operating lease liability	5,150		3,306
Accounts payable and accrued expenses	7,289		5,934
Non-cash compensation	7,401		4,195
Intangibles amortization	3,620		3,273
Allowance for doubtful accounts	954		419
Total deferred tax assets	122,737		72,626
Less valuation allowance	(55,357)		(48,451)
Deferred tax assets, net of valuation allowance	67,380		24,175
Deferred tax liabilities:
Property and equipment	(10,048)		(6,361)
Goodwill amortization and contingent earn-out adjustments	(5,294)		(3,430)
Convertible Notes Issuance	(49,118)		(11,055)
Operating lease right of use asset	(2,511)		(2,504)
Total deferred tax liabilities	(66,971)		(23,350)
Net deferred tax assets (liabilities)	$	409	$	825

Schedule of Unrecognized Tax Benefits Roll Forward

A reconciliation of the beginning and ending amount of unrecognized tax benefits is as follows (in thousands):


	Year Ended December 31,
	2020		2019
Unrecognized tax benefits balance at January 1	$	2,053	$	1,921
Gross decrease for tax positions of prior years	(438)		—
Gross increase for tax positions of current years	2,984		584
Decrease due to expiration of statue	—		(452)
Decrease due to settlement	(984)		—
Gross unrecognized tax benefits at December 31	$	3,615	$	2,053

Restructuring Costs (Tables)

12 Months Ended

Dec. 31, 2020

Restructuring and Related Activities [Abstract]

Schedule of Restructuring and Related Costs

The following table presents the detail of the liability for the Company’s restructuring charges for the periods presented (amounts in thousands):


	December 31, 2020		December 31, 2019
Balance, Beginning of the year	$	314	$	977
Lease restructuring costs	5,034		—
Severance and other associated costs	5,090		2,043
Cash payments	(5,706)		(2,706)
Balance, End of year	$	4,732	$	314

The following table presents the detail of expenses for the Company’s restructuring charges for the periods presented (amounts in thousands):


	December 31, 2020		December 31, 2019		December 31, 2018
Lease restructuring costs:
ROU assets write down	$	13,938	$	—	$	—
Abandonment of property and equipment	5,147		—		—
Other lease restructuring costs	5,245		—		—
Total Lease restructuring costs	$	24,330	$	—	$	—

Severance and other associated costs	$	5,090	$	2,043	$	4,468

Total restructuring costs	$	29,420	$	2,043	$	4,468

Description of Business and Summary of Significant Accounting Policies - Narrative (Details) - USD ($) $ in Thousands	1 Months Ended	12 Months Ended
	Sep. 30, 2020	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Jan. 01, 2020
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Depreciation and amortization expense		$ 22,826	$ 16,366	$ 14,188
Capitalized computer software		33,900	29,100	11,700
Loss on disposal	$ 5,100	5,147	0	0
Total revenue		366,620	291,609	249,838
Contract acquisition costs		41,000	32,000
Remaining performance obligations		$ 285,700
Percentage of remaining performance obligations to be recognized over next 24 months		90.00%
Revenue from satisfaction of performance obligations and revenue recognized that was included in deferred revenue		$ 103,200
Advertising costs		29,100	28,600	$ 17,400
Allowance for credit losses		5,344	3,070
Accumulated deficit		$ 391,885	$ 283,562
ASU 2016-13 \| Accounting standard adoption adjustment
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Allowance for credit losses					$ 700
Accumulated deficit					$ 700
Software and software development costs
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Useful life of assets		5 years
Minimum
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Amortization period for contract acquisition costs (in years)		3 years
Minimum \| Stock option
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Requisite service period		3 years
Minimum \| Computer equipment and software
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Useful life of assets		3 years
Maximum
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Amortization period for contract acquisition costs (in years)		5 years
Maximum \| Stock option
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Requisite service period		4 years
Maximum \| Computer equipment and software
Organization Consolidation And Summary Of Significant Accounting Policies [Line Items]
Useful life of assets		5 years

Description of Business and Summary of Significant Accounting Policies - Accounts Receivable (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Allowance for doubtful accounts
Beginning Balance	$ 3,070	$ 2,276	$ 1,318
Additions Charged to Costs and Expenses	3,211	2,159	1,788
Deductions / Write-Offs	(1,666)	(1,365)	(830)
ASU 2016-13 (Topic 326) Adjustment	729
Ending Balance	$ 5,344	$ 3,070	$ 2,276

Description of Business and Summary of Significant Accounting Policies - Deferred Revenue (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	$ 88,848	$ 88,751
Total deferred revenue - long term	409	438
Hosted Services - Business
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	86,144	82,892
Total deferred revenue - long term	0	0
Hosted Services - Consumer
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	835	687
Professional Services - Business
Disaggregation of Revenue [Line Items]
Total deferred revenue - short term	1,869	5,172
Total deferred revenue - long term	$ 409	$ 438

Description of Business and Summary of Significant Accounting Policies - Disaggregation of Revenue (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Disaggregation of Revenue [Line Items]
Total revenue	$ 366,620	$ 291,609	$ 249,838
Hosted Services - Business
Disaggregation of Revenue [Line Items]
Total revenue	286,588	225,705	197,474
Hosted Services - Consumer
Disaggregation of Revenue [Line Items]
Total revenue	29,764	24,480	19,553
Professional Services
Disaggregation of Revenue [Line Items]
Total revenue	$ 50,268	$ 41,424	$ 32,811

- Definition

Amount, excluding tax collected from customer, of revenue from satisfaction of performance obligation by transferring promised good or service to customer. Tax collected from customer is tax assessed by governmental authority that is both imposed on and concurrent with specific revenue-producing transaction, including, but not limited to, sales, use, value added and excise.

+ References

Reference 1: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 30
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8906-108599

Reference 2: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 40
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9031-108599

Reference 3: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 41
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9038-108599

Reference 4: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 32
-Subparagraph (b)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8933-108599

Reference 5: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 32
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8933-108599

Reference 6: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 606
-SubTopic 10
-Section 50
-Paragraph 4
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=121604090&loc=SL49130543-203045

Reference 7: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 22
-Subparagraph (b)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8736-108599

Reference 8: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 22
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e8736-108599

Reference 9: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 280
-SubTopic 10
-Section 50
-Paragraph 42
-URI http://asc.fasb.org/extlink&oid=120311839&loc=d3e9054-108599

Reference 10: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 606
-SubTopic 10
-Section 50
-Paragraph 5
-URI http://asc.fasb.org/extlink&oid=121604090&loc=SL49130545-203045

Reference 11: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 924
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SAB Topic 11.L)
-URI http://asc.fasb.org/extlink&oid=6472922&loc=d3e499488-122856

+ Details

Description of Business and Summary of Significant Accounting Policies - Revenue by Geographic Region (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Disaggregation of Revenue [Line Items]
Total revenue	$ 366,620	$ 291,609	$ 249,838
United States
Disaggregation of Revenue [Line Items]
Total revenue	230,557	170,815	146,702
Other Americas
Disaggregation of Revenue [Line Items]
Total revenue	13,420	11,462	7,315
Total Americas
Disaggregation of Revenue [Line Items]
Total revenue	243,977	182,277	154,017
EMEA
Disaggregation of Revenue [Line Items]
Total revenue	83,326	78,301	71,318
APAC
Disaggregation of Revenue [Line Items]
Total revenue	39,317	31,031	24,503
United Kingdom
Disaggregation of Revenue [Line Items]
Total revenue	53,400	50,400	46,500
Netherlands
Disaggregation of Revenue [Line Items]
Total revenue	$ 3,200	$ 10,000	$ 8,700

- Definition

+ References

+ Details

Description of Business and Summary of Significant Accounting Policies - Receivables and Deferred Revenue (Details) $ in Thousands	12 Months Ended
	Dec. 31, 2020 USD ($)
Contract Balances [Roll Forward]
Opening balance, Receivable	$ 87,620
Ending balance, Receivable	80,423
Opening balance, Contract Acquisition Costs (noncurrent)	32,000
Ending balance, Contract Acquisition Costs (noncurrent)	41,000
Opening balance, Deferred Revenue (current)	88,751
Increase (decrease) in current deferred revenue, net	97
Ending balance, Deferred Revenue (current)	88,848
Opening balance, Deferred revenue (long-term)	438
Increase (decrease) in long-term deferred revenue, net	(29)
Ending balance, Deferred revenue (long-term)	409
Accounts Receivable
Contract Balances [Roll Forward]
Opening balance, Receivable	70,318
Increase (decrease) in receivables, net	(8,517)
Ending balance, Receivable	61,801
Unbilled Receivable
Contract Balances [Roll Forward]
Opening balance, Receivable	17,302
Increase (decrease) in receivables, net	1,320
Ending balance, Receivable	18,622
Opening balance, Contract Acquisition Costs (noncurrent)	31,965
Increase (decrease) in contract acquisition costs noncurrent, net	9,056
Ending balance, Contract Acquisition Costs (noncurrent)	$ 41,021

Net Loss per Share (Details) - shares	12 Months Ended
Net Loss per Share (Details) - shares	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Earnings Per Share [Abstract]
Anti-dilutive shares excluded from computation of earnings per share	7,283,938	8,848,907	8,957,672
Weighted Average Number of Shares Outstanding
Basic (in shares)	65,888,450	62,593,026	59,203,400
Effect of assumed exercised options (in shares)	0	0	0
Diluted (in shares)	65,888,450	62,593,026	59,203,400

Segment Information - Narrative (Details)	12 Months Ended
Segment Information - Narrative (Details)	Dec. 31, 2020 segment
Segment Reporting [Abstract]
Number of operating segments	2

Segment Information - Financial Information by Segment (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Segment Reporting Information [Line Items]
Total revenue	$ 366,620	$ 291,609	$ 249,838
Cost of revenue	106,268	78,878	62,479
Sales and marketing	149,773	156,814	103,344
Amortization of purchased intangibles	1,639	1,794	1,670
Unallocated corporate expenses	198,391	141,155	106,048
Loss from operations	(89,451)	(87,032)	(23,703)
Corporate
Segment Reporting Information [Line Items]
Unallocated corporate expenses	198,391	141,155	106,048
Loss from operations	(198,391)	(141,155)	(106,048)
Business \| Operating Segments
Segment Reporting Information [Line Items]
Total revenue	336,856	267,129	230,285
Cost of revenue	99,394	74,460	58,420
Sales and marketing	128,752	140,880	94,339
Amortization of purchased intangibles	1,639	1,794	1,670
Loss from operations	107,071	49,995	75,856
Consumer \| Operating Segments
Segment Reporting Information [Line Items]
Total revenue	29,764	24,480	19,553
Cost of revenue	6,874	4,418	4,059
Sales and marketing	21,021	15,934	9,005
Loss from operations	1,869	4,128	6,489
Hosted Services - Business
Segment Reporting Information [Line Items]
Total revenue	286,588	225,705	197,474
Hosted Services - Business \| Business \| Operating Segments
Segment Reporting Information [Line Items]
Total revenue	286,588	225,705	197,474
Hosted Services - Consumer
Segment Reporting Information [Line Items]
Total revenue	29,764	24,480	19,553
Hosted Services - Consumer \| Consumer \| Operating Segments
Segment Reporting Information [Line Items]
Total revenue	29,764	24,480	19,553
Professional Services - Business
Segment Reporting Information [Line Items]
Total revenue	50,268	41,424	32,811
Professional Services - Business \| Business \| Operating Segments
Segment Reporting Information [Line Items]
Total revenue	$ 50,268	$ 41,424	$ 32,811

Segment Information - Long-Lived Assets by Geographic Region (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Segment Reporting Information [Line Items]
Total long-lived assets	$ 257,621	$ 234,603
United States
Segment Reporting Information [Line Items]
Total long-lived assets	202,275	177,776
Israel
Segment Reporting Information [Line Items]
Total long-lived assets	16,657	16,680
Australia
Segment Reporting Information [Line Items]
Total long-lived assets	13,792	13,765
Netherlands
Segment Reporting Information [Line Items]
Total long-lived assets	8,301	7,705
Other
Segment Reporting Information [Line Items]
Total long-lived assets	$ 16,596	$ 18,677

- Definition

Sum of the carrying amounts as of the balance sheet date of all assets that are expected to be realized in cash, sold or consumed after one year or beyond the normal operating cycle, if longer.

+ References

Reference 1: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 235
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.4-08(g)(1)(ii))
-URI http://asc.fasb.org/extlink&oid=120395691&loc=d3e23780-122690

Reference 2: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(11))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 3: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(12))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 4: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(15))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 5: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(17))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 6: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 825
-SubTopic 10
-Section 50
-Paragraph 28
-Subparagraph (f)
-URI http://asc.fasb.org/extlink&oid=75031198&loc=d3e14064-108612

Reference 7: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(13))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 8: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 810
-SubTopic 10
-Section 45
-Paragraph 25
-Subparagraph (a)
-URI http://asc.fasb.org/extlink&oid=116870748&loc=SL6758485-165988

Reference 9: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(16))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 10: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 323
-SubTopic 10
-Section 50
-Paragraph 3
-Subparagraph (c)
-URI http://asc.fasb.org/extlink&oid=114001798&loc=d3e33918-111571

Reference 11: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
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-Section S99
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-Subparagraph (SX 210.5-02(14))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 12: http://fasb.org/us-gaap/role/ref/legacyRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 210
-SubTopic 10
-Section S99
-Paragraph 1
-Subparagraph (SX 210.5-02(10))
-URI http://asc.fasb.org/extlink&oid=120391452&loc=d3e13212-122682

Reference 13: http://www.xbrl.org/2003/role/disclosureRef
-Publisher FASB
-Name Accounting Standards Codification
-Topic 810
-SubTopic 10
-Section 50
-Paragraph 3
-Subparagraph (bb)
-URI http://asc.fasb.org/extlink&oid=121559654&loc=d3e5710-111685

+ Details

Property and Equipment - Balances (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Property and Equipment, Net
Finance lease right-of-use assets	$ 10,045	$ 0
Property and equipment and finance lease, gross	204,165	161,524
Less: accumulated depreciation and amortization	(98,110)	(85,288)
Total	106,055	76,236
Computer equipment and software
Property and Equipment, Net
Property and equipment gross	107,666	92,493
Furniture, equipment and building improvements
Property and Equipment, Net
Property and equipment gross	0	16,487
Internal-use software development costs
Property and Equipment, Net
Property and equipment gross	$ 86,454	$ 52,544

Property and Equipment - Narrative (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Property, Plant and Equipment [Abstract]
Internal-use software development costs not yet subject to amortization	$ 30,500	$ 25,300
Depreciation and amortization expense	$ 22,826	$ 16,366	$ 14,188

Goodwill and Intangible Assets - Changes in Carrying Amount of Goodwill (Details) - USD ($)	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Goodwill [Roll Forward]
Beginning Balance	$ 94,987,000	$ 95,031,000
Acquisitions		0
Foreign exchange adjustments	205,000	(44,000)
Ending Balance	95,192,000	94,987,000	$ 95,031,000
Accumulated goodwill impairment charges	23,500,000
Goodwill impairment recognized	0	0	0
Business
Goodwill [Roll Forward]
Beginning Balance	86,963,000	87,007,000
Acquisitions		0
Foreign exchange adjustments	205,000	(44,000)
Ending Balance	87,168,000	86,963,000	87,007,000
Consumer
Goodwill [Roll Forward]
Beginning Balance	8,024,000	8,024,000
Acquisitions		0
Foreign exchange adjustments	0	0
Ending Balance	$ 8,024,000	$ 8,024,000	$ 8,024,000

Goodwill and Intangible Assets - Intangible Assets (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 52,870	$ 50,906
Accumulated Amortization	(41,943)	(39,094)
Total	10,927	11,812
Technology
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	30,499	30,413
Accumulated Amortization	(26,818)	(25,187)
Total	$ 3,681	$ 5,226
Weighted Average Amortization Period	5 years 4 months 24 days	5 years 3 months 18 days
Customer relationships
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 16,981	$ 16,964
Accumulated Amortization	(13,982)	(12,958)
Total	$ 2,999	$ 4,006
Weighted Average Amortization Period	8 years 4 months 24 days	8 years 4 months 24 days
Patents
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 5,076	$ 3,267
Accumulated Amortization	(908)	(714)
Total	$ 4,168	$ 2,553
Weighted Average Amortization Period	12 years 6 months	12 years 9 months 18 days
Other
Acquired Finite-Lived Intangible Assets [Line Items]
Gross Carrying Amount	$ 314	$ 262
Accumulated Amortization	(235)	(235)
Total	$ 79	$ 27
Weighted Average Amortization Period	2 years 2 months 12 days	2 years 8 months 12 days

Goodwill and Intangible Assets - Amortization Expense (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Goodwill and Intangible Assets Disclosure [Abstract]
Aggregate amortization expense	$ 2,800	$ 2,900	$ 2,800
Estimated future amortization expense
2021	2,611
2022	2,240
2023	959
2024	756
2025	334
Thereafter	4,027
Total	$ 10,927	$ 11,812

Accrued Liabilities and Other Current Liabilities (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Payables and Accruals [Abstract]
Payroll and other employee related costs	$ 39,820	$ 27,920
Professional services, consulting and other vendor fees	38,796	20,382
Unrecognized tax benefits	2,039	2,053
Sales commissions	6,988	9,654
Contingent earn-out (Note 8)	0	557
Restructuring	4,732	314	$ 977
Non Income Tax	2,954	0
Other	4,541	1,898
Total	$ 99,870	$ 62,778

Convertible Senior Notes and Capped Call Transactions - Narrative (Details) $ / shares in Units, shares in Thousands	1 Months Ended		12 Months Ended
	Dec. 31, 2020 USD ($) equity_instrument day $ / shares shares	Mar. 31, 2019 USD ($) equity_instrument day $ / shares shares	Dec. 31, 2020 USD ($) $ / shares	Dec. 31, 2019 USD ($) $ / shares
Debt Instrument [Line Items]
Common stock, par value (in dollars per share) \| $ / shares	$ 0.001	$ 0.001	$ 0.001	$ 0.001
Adjustments to additional paid in capital related to issuance costs attributable to equity component			$ 3,797,000	$ 1,986,000
Number of shares of common stock covered by called caps (shares) \| shares	6,880	5,960
Reduction to additional paid-in-capital related to called caps	$ 46,100,000	$ 23,200,000	46,058,000	$ 23,184,000
2024 Notes
Debt Instrument [Line Items]
Carry amount of equity component of convertible notes		52,900,000
Total deferred issuance costs		8,600,000
Debt issuance costs attributable to liability		6,600,000
Adjustments to additional paid in capital related to issuance costs attributable to equity component		$ 2,000,000.0
2026 Notes
Debt Instrument [Line Items]
Carry amount of equity component of convertible notes	162,500,000		162,500,000
Total deferred issuance costs	12,200,000		12,200,000
Debt issuance costs attributable to liability	8,500,000		$ 8,500,000
Adjustments to additional paid in capital related to issuance costs attributable to equity component	$ 3,700,000
Capped calls
Debt Instrument [Line Items]
Capped caps initial strike price (in dollars per share) \| $ / shares	$ 75.23	$ 38.58	$ 75.23
Capped caps initial cap price (in dollars per share) \| $ / shares	$ 105.58	$ 57.16	$ 105.58
Convertible Debt \| 2024 Notes
Debt Instrument [Line Items]
Aggregate principal		$ 230,000,000.0
Debt instrument stated rate (percent)		0.75%
Aggregate principal from exercise in full of over-allotment options		$ 30,000,000.0
Proceeds from debt offering, net of debt issuance costs		221,400,000
Debt instrument, unit of principal for conversion		$ 1,000
Number of shares per convertible note \| equity_instrument		25.9182
Convertible debt conversion price (in dollars per share) \| $ / shares		$ 38.58
Percentage of principal amount paid if repurchase due to fundamental change (percent)		100.00%
Threshold trading days in consideration of note conversion \| day		20
Threshold consecutive trading days in analysis of conversion price \| day		30
Threshold percentage of stock price if converted		130.00%
Threshold for five day period, product of sale price of common stock and conversion rate of notes		98.00%
Remaining amortization period for debt discount and debt issuance costs			3 years 2 months 12 days
Effective interest rate (percent)			4.66%
Convertible Debt \| 2026 Notes
Debt Instrument [Line Items]
Aggregate principal	$ 517,500,000		$ 517,500,000
Aggregate principal from exercise in full of over-allotment options	67,500,000		67,500,000
Proceeds from debt offering, net of debt issuance costs	505,300,000
Debt instrument, unit of principal for conversion	$ 1,000		$ 1,000
Number of shares per convertible note \| equity_instrument	13.2933
Convertible debt conversion price (in dollars per share) \| $ / shares	$ 75.23		$ 75.23
Percentage of principal amount paid if repurchase due to fundamental change (percent)	100.00%
Threshold trading days in consideration of note conversion \| day	20
Threshold consecutive trading days in analysis of conversion price \| day	30
Threshold percentage of stock price if converted	130.00%
Threshold for five day period, product of sale price of common stock and conversion rate of notes	98.00%
Remaining amortization period for debt discount and debt issuance costs			5 years 10 months 24 days
Effective interest rate (percent)			6.61%
Other expense, ent
Debt Instrument [Line Items]
Interest expense			$ 14,600,000

Convertible Senior Notes and Capped Call Transactions - Carrying Amount and Interest Expense (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Interest Expense:
Amortization of issuance costs	$ 1,340	$ 956	$ 0
Amortization of debt discount	11,564	7,605	$ 0
Convertible Debt \| Convertible Senior Notes
Carrying Amount of Liability Component:
Principal	747,500	230,000
Unamortized discount	(196,269)	(45,295)
Unamortized issuance costs	(12,799)	(5,693)
Net carrying amount	538,432	179,012
Carrying Amount of Equity Component:
Proceeds allocated to the conversion options (debt discount)	215,434	52,900
Issuance costs	(5,783)	(1,986)
Net carrying amount	209,651	50,914
Interest Expense:
Contractual interest expense	1,725	1,438
Amortization of issuance costs	1,340	956
Amortization of debt discount	11,564	7,605
Total interest expense	$ 14,629	$ 9,999

Acquisitions (Details) - USD ($) $ in Thousands	1 Months Ended			12 Months Ended
Acquisitions (Details) - USD ($) $ in Thousands	Oct. 31, 2018	Sep. 30, 2018	Jan. 31, 2018	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Business Acquisition [Line Items]
Payment related to contingent consideration				$ 0	$ 487	$ 0
Goodwill acquired in acquisition					0
AdvantageTec
Business Acquisition [Line Items]
Aggregate purchase price	$ 11,200
Cash payment in acquisition	6,000
Equity consideration in acquisition	4,300
Potential earn-out consideration payments based on achieving targets	900
Re-measurement to fair value increase (decrease)					200
Payment related to contingent consideration					500
Goodwill acquired in acquisition	9,100
Intangible assets acquired	$ 2,200
Contingent Earn Out Settled In Stock				300
Conversable Inc
Business Acquisition [Line Items]
Aggregate purchase price		$ 5,700
Cash payment in acquisition		1,300
Equity consideration in acquisition		2,900
Potential earn-out consideration payments based on achieving targets		1,500
Re-measurement to fair value increase (decrease)					500
Goodwill acquired in acquisition		5,500
Assets acquired liabilities assumed, net liability		(300)
Intangible assets acquired		$ 500
BotCentral
Business Acquisition [Line Items]
Equity consideration in acquisition			$ 1,000
Business acquisition transaction costs			$ 200
Intangible assets acquired						$ 200
Contingent earn-out \| AdvantageTec
Business Acquisition [Line Items]
Re-measurement to fair value increase (decrease)				(263)	168
Contingent earn-out \| Conversable Inc
Business Acquisition [Line Items]
Re-measurement to fair value increase (decrease)				$ 0	$ (496)

Fair Value Measurements - Narrative (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Conversable Inc and AdvantageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Contingent earn-out			$ 2,400
AdvantageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)		$ 200
Contingent earn-out
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Contingent earn-out decrease during the period	$ (600)
Equity issued as payment related to contingent consideration	300
Contingent earn-out \| AdvantageTec
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Re-measurement to fair value increase (decrease)	(263)	$ 168
Level 2 \| Recurring \| Convertible senior note
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Convertible senior note net	$ 557,500

Fair Value Measurements - Assets and Liabilities Measured at Fair Value (Details) - Recurring - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Assets:
Total assets	$ 328,195	$ 2,899
Liabilities:
Total liabilities	0	557
Money market funds
Assets:
Money market funds	328,195	2,899
Contingent earn-out
Liabilities:
Contingent earn-out	0	557
Level 1
Assets:
Total assets	328,195	2,899
Liabilities:
Total liabilities	0	0
Level 1 \| Money market funds
Assets:
Money market funds	328,195	2,899
Level 1 \| Contingent earn-out
Liabilities:
Contingent earn-out	0	0
Level 2
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	0
Level 2 \| Money market funds
Assets:
Money market funds	0	0
Level 2 \| Contingent earn-out
Liabilities:
Contingent earn-out	0	0
Level 3
Assets:
Total assets	0	0
Liabilities:
Total liabilities	0	557
Level 3 \| Money market funds
Assets:
Money market funds	0	0
Level 3 \| Contingent earn-out
Liabilities:
Contingent earn-out	$ 0	$ 0

Fair Value Measurements - Level 3 Liabilities (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Conversable Inc
Change in Fair Value of Level 3 Liability:
Fair value adjustments		$ 500
AdvantageTec
Change in Fair Value of Level 3 Liability:
Fair value adjustments		200
Contingent earn-out
Change in Fair Value of Level 3 Liability:
Balance, Beginning of year	$ 557	2,372
Payments	(294)	(1,487)
Balance, End of year	0	557
Contingent earn-out \| Conversable Inc
Change in Fair Value of Level 3 Liability:
Fair value adjustments	0	(496)
Contingent earn-out \| AdvantageTec
Change in Fair Value of Level 3 Liability:
Fair value adjustments	$ (263)	$ 168

Commitments and Contingencies - Leases Narrative (Details) $ in Thousands	12 Months Ended
	Dec. 31, 2020 USD ($) lease	Dec. 31, 2019 USD ($)	Dec. 31, 2018 USD ($)
Lessee, Lease, Description [Line Items]
Lease expense	$ 13,509	$ 12,984
Number of leases abandoned \| lease	14
Lease expense for operating leases	$ 13,500	$ 13,000	$ 10,900
Transition To Employee Centric Model
Lessee, Lease, Description [Line Items]
Lease restructuring expenses	24,300
Other non-recurring expense	$ 5,100
Minimum
Lessee, Lease, Description [Line Items]
Finance lease initial terms	1 year
Finance leases remaining lease term	1 year
Operating leases remaining lease term	1 year
Maximum
Lessee, Lease, Description [Line Items]
Finance lease initial terms	12 years
Finance leases remaining lease term	5 years
Operating leases remaining lease term	5 years

Commitments and Contingencies - Supplemental Cash Flow Information (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Commitments and Contingencies Disclosure [Abstract]
Operating cash flows for operating leases	$ 4,901	$ 6,963
Operating cash flows for finance leases	88	0
Financing cash flows for finance leases	$ 1,154	$ 0	$ 0

Commitments and Contingencies - Components of Lease Costs (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Components of Lease Costs
Finance lease, amortization of right-of-use assets	$ 772	$ 0
Finance lease, interest	88	0
Operating lease cost	12,649	12,984
Total lease cost	$ 13,509	$ 12,984

Commitments and Contingencies - Supplemental Balance Sheet Information (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Operating Leases
Right-of-use asset, net	$ 614	$ 15,680
Current operating lease liability	5,718	6,602
Long term operating lease liability	7,180	12,865
Total operating lease liability	$ 12,898	$ 19,467
Operating leases, weighted average remaining lease term (in years)	3 years	3 years 6 months
Operating leases, weighted average discount rate (percent)	7.00%	7.00%
Finance Leases
Right-of-use asset, net	$ 10,045	$ 0
Current finance lease liability	3,488	0
Long term finance lease liability	6,176	0
Total finance lease liability	$ 9,664	$ 0
Finance leases, weighted average remaining lease term (in years)	2 years 9 months 18 days
Finance leases, weighted average discount rate (percent)	4.00%

Commitments and Contingencies - Future Minimum Lease Payments (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019
Operating Leases Future Minimum Lease Payments
2021	$ 6,377
2022	3,804
2023	1,955
2024	1,166
2025	632
Thereafter	263
Total minimum lease payments	14,197
Less: present value adjustment	(1,299)
Total operating lease liability	12,898	$ 19,467
Finance Leases Future Minimum Lease Payments
2021	3,814
2022	3,814
2023	2,572
2024	0
2025	0
Thereafter	0
Total minimum lease payments	10,200
Less: present value adjustment	(536)
Total finance lease liability	$ 9,664	$ 0

Commitments and Contingencies - Employee Benefit Plans, Letters of Credit, and Non-Income Related Taxes (Details)	12 Months Ended
	Dec. 31, 2020 USD ($) draw	Dec. 31, 2019 USD ($)	Dec. 31, 2018 USD ($)	Mar. 31, 2020 USD ($)
Other Commitments [Line Items]
Employer matching contribution, percent of match			50.00%
Employer matching contribution percent of eligible compensation			5.00%
Employer contribution limit			$ 6,000
Employer contribution vesting period			5 years
Employer matching contributions	$ 3,100,000	$ 3,200,000	$ 1,600,000
Estimated sales tax liability, including interest, minimum				$ 2,500,000
Estimated sales tax liability, including interest, maximum				6,300,000
Accrued sales tax, including interest				$ 2,500,000
Letter of Credit
Other Commitments [Line Items]
Number of draws \| draw	2
Proceeds from amounts drawn against letters of credit	$ 1,800,000
Letter of Credit \| LOC for office space
Other Commitments [Line Items]
Letters of credit outstanding	100,000
Letter of Credit \| LOC for security deposit
Other Commitments [Line Items]
Letters of credit outstanding	$ 100,000
Match Step One
Other Commitments [Line Items]
Employer matching contribution, percent of match	100.00%
Employer matching contribution percent of eligible compensation	3.00%
Match Step Two
Other Commitments [Line Items]
Employer matching contribution, percent of match	50.00%
Employer matching contribution percent of eligible compensation	2.00%

Stockholders' Equity - Narrative (Details) - USD ($) $ / shares in Units, $ in Thousands									1 Months Ended	12 Months Ended
	Jun. 11, 2020	Apr. 11, 2019	Feb. 13, 2019	Oct. 29, 2018	Jul. 31, 2018	Apr. 25, 2018	Apr. 30, 2017	Jun. 07, 2012	Nov. 30, 2019	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2009	Dec. 31, 2000	Mar. 31, 2019	Jan. 31, 2018	Jun. 30, 2010	Dec. 31, 1998
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in common stock authorized (in shares)									100,000,000
Common stock, shares authorized (in shares)										200,000,000	200,000,000
Common stock, shares issued (in shares)										70,264,265	66,543,073
Common stock, shares outstanding (in shares)										67,554,435	63,833,243
Common stock, par value (in dollars per share)										$ 0.001	$ 0.001				$ 0.001
Preferred stock, shares authorized (in shares)										5,000,000	5,000,000
Preferred stock, shares issued (in shares)										0	0
Preferred stock, shares outstanding (in shares)										0	0
Preferred stock, par value (in dollars per share)										$ 0.001	$ 0.001
Weighted average fair value of stock options granted (in dollars per share)										$ 13.84	$ 12.12	$ 6.60
Dividend yield										0.00%	0.00%	0.00%
Expected life (in years)										5 years	5 years	5 years
Fair value of stock options exercised										$ 10,000	$ 8,000
Accrual during period for cash awards related to bonus										20,400
Accrual during period for cash awards											19,000
Accrual during period for cash awards related to achievement of long-term incentive plan awards										8,900
Stock-based compensation expense										$ 65,946	$ 44,105	$ 14,841
2010 Employee Stock Purchase Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock authorized and reserved for issuance (in shares)							2,000,000										1,000,000
Increase in number of shares of common stock available for issuance (in shares)							1,000,000
Shares of common stock available for issuance (in shares)										800,000
2019 Employee Stock Purchase Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in number of shares of common stock available for issuance (in shares)										1,000,000
2018 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock authorized and reserved for issuance (in shares)											3,368,048					1,500,000
Increase in number of shares of common stock available for issuance (in shares)			618,048	250,000	500,000	500,000
Stock option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation cost										$ 17,900
Weighted average recognition period of unrecognized compensation cost										2 years 6 months
Stock option \| 1998 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock authorized and reserved for issuance (in shares)																		5,850,000
Stock option \| 2000 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock authorized and reserved for issuance (in shares)														10,000,000
Increase in number of shares of common stock available for issuance (in shares)														4,150,000
Stock option \| 2009 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Increase in number of shares of common stock available for issuance (in shares)													6,000,000
Stock option \| 2009 Amended Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock authorized and reserved for issuance (in shares)		35,067,744
Increase in number of shares of common stock available for issuance (in shares)	3,000,000	4,250,000					4,000,000	4,250,000
Stock option term (in years)										10 years
Shares of common stock available for issuance (in shares)										3,300,000
Stock option \| 2018 Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Shares of common stock available for issuance (in shares)										1,200,000
RSUs
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation cost										$ 66,800
Weighted average recognition period of unrecognized compensation cost										2 years 9 months 18 days
RSUs \| Minimum
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Vesting period (in years)										3 years
RSUs \| Maximum
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Vesting period (in years)										4 years

Stockholders' Equity - Weighted Average Assumption (Details)	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Weighted average assumptions
Dividend yield	0.00%	0.00%	0.00%
Risk-free interest rate, minimum	0.26%	1.66%	2.50%
Risk-free interest rate, maximum	0.66%	3.05%	3.10%
Expected life (in years)	5 years	5 years	5 years
Historical volatility, minimum	46.50%	43.42%	43.50%
Historical volatility, maximum	53.91%	44.00%	48.40%

Stockholders' Equity - Stock Option Activity (Details) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Options
Options outstanding, beginning balance (in shares)	5,799	6,266	7,959
Granted (in shares)	737	1,425	2,033
Exercised (in shares)	(1,683)	(1,523)	(3,120)
Cancelled or expired (in shares)	(521)	(369)	(606)
Options outstanding, ending balance (in shares)	4,332	5,799	6,266
Options vested and expected to vest	1,470	5,096	5,550
Options exercisable	2,280	2,901	3,278
Weighted Average Exercise Price
Options outstanding, beginning balance (in dollars per share)	$ 16.57	$ 12.13	$ 10.71
Granted (in dollars per share)	31.21	29.76	15.00
Exercised (in dollars per share)	12.69	11.12	10.70
Cancelled (in dollars per share)	23.27	14.76	10.03
Options outstanding, ending balance (in dollars per share)	19.78	16.57	12.13
Options vested and expected to vest (in dollars per share)	23.88	15.29	11.89
Options exercisable (in dollars per share)	$ 14.80	$ 12.03	$ 11.12
Weighted Average Remaining Contractual Term (in years)
Options outstanding	6 years 9 months 14 days	6 years 9 months 14 days	6 years 6 months 18 days
Options vested and expected to vest	8 years 2 months 8 days	6 years 5 months 26 days	6 years 3 months 10 days
Options exercisable	5 years 4 months 24 days	4 years 11 months 12 days	4 years 7 months 20 days
Aggregate Intrinsic Value
Options outstanding	$ 183,825	$ 119,064	$ 43,348
Options vested and expected to vest	56,382	110,934	39,521
Options exercisable	$ 108,128	$ 72,424	$ 25,367

Stockholders' Equity - Restricted Stock Unit Activity (Details) - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Restricted Stock Units
Expected to vest (shares)	1,939
Weighted Average Grant Date Fair Value (Per Share)
Expected to vest (in dollars per share)	$ 26.17
Aggregate Fair Value
Expected to vest	$ 120,674
RSUs
Restricted Stock Units
Beginning balance (shares)	3,049	2,690	873
Awarded (shares)	2,530	1,979	2,568
Released (shares)	(1,906)	(1,197)	(361)
Forfeited (shares)	(723)	(423)	(390)
Ending balance (shares)	2,950	3,049	2,690
Weighted Average Grant Date Fair Value (Per Share)
Beginning balance (in dollars per share)	$ 24.73	$ 15.81	$ 8.29
Awarded (in dollars per share)	26.51	30.99	17.02
Released (in dollars per share)	23.40	14.24	9.49
Forfeited (in dollars per share)	25.19	20.28	9.49
End balance (in dollars per share)	$ 27.00	$ 24.73	$ 15.81
Aggregate Fair Value
Non-vested and outstanding	$ 183,781	$ 112,848	$ 50,756	$ 10,053

Income Taxes - Narrative (Details) - USD ($) $ in Thousands	12 Months Ended
Income Taxes - Narrative (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Operating Loss Carryforwards [Line Items]
Valuation allowance on deferred tax assets	$ 55,357	$ 48,451	$ 30,200
Increase in valuation allowance recorded as an expense	35,100	25,000
Decrease in valuation allowance charged to equity	28,200	6,700
Unrecognized tax benefits	3,615	$ 2,053	$ 1,921
Refund claims related to prior years	600
Federal
Operating Loss Carryforwards [Line Items]
Operating loss carryforwards	311,700
Operating loss carryforwards generated in taxable years ending on or before December 31 2017	41,200
Net operating loss carryforwards, not subject to expiration	270,400
Federal \| Expiration between 2023 and 2026
Operating Loss Carryforwards [Line Items]
Net operating loss carryforwards, subject to expiration	6,000
Federal \| Expiration between 2036 and 2037
Operating Loss Carryforwards [Line Items]
Net operating loss carryforwards, subject to expiration	35,200
Federal \| Proficient
Operating Loss Carryforwards [Line Items]
Operating loss carryforwards	5,100
Foreign
Operating Loss Carryforwards [Line Items]
Increase in valuation recorded	6,900
Foreign \| Australian Taxation Office
Operating Loss Carryforwards [Line Items]
Operating loss carryforwards	2,000
State
Operating Loss Carryforwards [Line Items]
Operating loss carryforwards	221,900
Net operating loss carryforwards, not subject to expiration	47,300
State \| Expiration between 2023 and 2040
Operating Loss Carryforwards [Line Items]
Net operating loss carryforwards, subject to expiration	$ 174,600

Income Taxes - Domestic and Foreign Components of Income Before Provision for Income Taxes (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Contingency [Line Items]
United States	$ (113,689)	$ (105,961)	$ (38,078)
(Loss) income before provision for (benefit from) income taxes	(105,128)	(93,226)	(24,174)
Israel
Income Tax Contingency [Line Items]
Foreign	2,214	2,791	3,163
United Kingdom
Income Tax Contingency [Line Items]
Foreign	536	5,377	3,690
Netherlands
Income Tax Contingency [Line Items]
Foreign	3,398	(465)	3,235
Australia
Income Tax Contingency [Line Items]
Foreign	1,663	716	686
Germany
Income Tax Contingency [Line Items]
Foreign	243	3,854	2,900
Other
Income Tax Contingency [Line Items]
Foreign	$ 507	$ 462	$ 230

Income Taxes - Schedule of Provision for Income Taxes (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Current income taxes:
Current income taxes, U.S. Federal	$ (581)	$ (452)	$ (1,932)
Current income taxes, State and local	59	89	67
Current income taxes, Foreign	2,408	4,415	3,032
Total current income taxes	1,886	4,052	1,167
Deferred income taxes:
Deferred income taxes, U.S. Federal	(151)	126	(295)
Deferred income taxes, State and local	459	135	(28)
Deferred income taxes, Foreign	272	(1,468)	14
Total deferred income taxes	580	(1,207)	(309)
Total income taxes	$ 2,466	$ 2,845	$ 858

Income Taxes - Schedule of Reconciliations of Federal Statutory Tax Rate to Effective Income Tax Rate (Details)	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Income Tax Disclosure [Abstract]
Federal statutory rate	21.00%	21.00%	21.00%
State taxes, net of federal benefit	4.82%	2.95%	3.30%
Non-deductible expenses – stock based compensation	(1.21%)	1.82%	4.73%
Global Intangible Low Tax Income Inclusion	0.00%	(2.29%)	(7.99%)
Non-deductible expenses – Other	0.14%	(0.37%)	(0.28%)
Non-deductible excess compensation	(5.52%)	(1.20%)	(2.30%)
Foreign taxes	(3.98%)	(1.86%)	(1.34%)
Valuation allowance	(30.87%)	(26.42%)	(28.91%)
Stock based compensation - excess tax benefit	9.93%	6.18%	6.10%
Other	3.34%	(2.86%)	2.09%
Total provision	(2.35%)	(3.05%)	(3.60%)

Income Taxes - Schedule of Federal Deferred Tax Assets and Deferred Tax Liabilities (Details) - USD ($) $ in Thousands	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Deferred tax assets:
Net operating loss carryforwards	$ 78,651	$ 49,423
Foreign Tax Credit	1,222	0
Original Issue Discount	16,464	5,201
Interest	1,986	875
Operating lease liability	5,150	3,306
Accounts payable and accrued expenses	7,289	5,934
Non-cash compensation	7,401	4,195
Intangibles amortization	3,620	3,273
Allowance for doubtful accounts	954	419
Total deferred tax assets	122,737	72,626
Less valuation allowance	(55,357)	(48,451)	$ (30,200)
Deferred tax assets, net of valuation allowance	67,380	24,175
Deferred tax liabilities:
Property and equipment	(10,048)	(6,361)
Goodwill amortization and contingent earn-out adjustments	(5,294)	(3,430)
Convertible Notes Issuance	(49,118)	(11,055)
Operating lease right of use asset	(2,511)	(2,504)
Total deferred tax liabilities	(66,971)	(23,350)
Net deferred tax assets (liabilities)	$ 409	$ 825

Income Taxes - Schedule of Unrecognized Tax Benefits (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Reconciliation of Unrecognized Tax Benefits, Excluding Amounts Pertaining to Examined Tax Returns [Roll Forward]
Unrecognized tax benefits balance at January 1	$ 2,053	$ 1,921
Gross decrease for tax positions of prior years	(438)	0
Gross increase for tax positions of current years	2,984	584
Decrease due to expiration of statue	0	(452)
Decrease due to settlement	(984)	0
Gross unrecognized tax benefits at December 31	$ 3,615	$ 2,053

Restructuring Costs - Narrative (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Restructuring and Related Activities [Abstract]
Restructuring charges	$ 29,420	$ 2,043	$ 4,468
Restructuring liability	$ 4,732	$ 314	$ 977

Restructuring Costs -Liability for Restructuring Charges (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019
Restructuring Reserve [Roll Forward]
Balance, Beginning of the year	$ 314	$ 977
Lease restructuring costs	5,034	0
Severance and other associated costs	5,090	2,043
Cash payments	(5,706)	(2,706)
Balance, End of year	$ 4,732	$ 314

Restructuring Costs - Restructuring Charges (Details) - USD ($) $ in Thousands	12 Months Ended
	Dec. 31, 2020	Dec. 31, 2019	Dec. 31, 2018
Restructuring Cost and Reserve [Line Items]
Restructuring costs	$ 29,420	$ 2,043	$ 4,468
Lease restructuring costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	24,330	0	0
ROU assets write down
Restructuring Cost and Reserve [Line Items]
Restructuring costs	13,938	0	0
Abandonment of property and equipment
Restructuring Cost and Reserve [Line Items]
Restructuring costs	5,147	0	0
Other lease restructuring costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	5,245	0	0
Severance and other associated costs
Restructuring Cost and Reserve [Line Items]
Restructuring costs	$ 5,090	$ 2,043	$ 4,468