LIGHTICO FOR Telcos
Compliant Customer Journeys For Sales & Service
Structured digital journeys that reduce handling time, grow revenue, and deliver a consistent experience across every channel.
higher FCR
reduction in AHT
Higher NPS
What Telcos Use Lightico For
Acquisition & Onboarding
Guide customers through new contract sign-up, credit checks, KYC, device financing agreements, and T&C acknowledgment in a single structured session. Embed compliance into the commercial moment rather than after it.
Upgrades & Renewals
Present upgrade offers, collect updated agreements, and secure signatures within the live interaction. Agents close the commercial moment without breaking the call to collect documents separately.
Change of Details
Integrate with your IVR to route change-of-details requests into a fully automated self-service journey. Identity is verified digitally, the form is completed in real time, and the cycle closes without agent involvement.
Billing Clarification & Dispute Resolution
Agent and customer collaborate in a shared review session to resolve billing discrepancies in real time. Reduces call-backs and improves first-contact resolution.
Collections & Payment Support
Complete payment plan agreements, promise-to-pay arrangements, and hardship disclosures within the same interaction, with structured audit evidence generated automatically.
From Product Offer to Signed Agreement,
in a Single Session
Present product offers, capture T&C consent, collect signatures, and secure payment in a single guided session. Compliance steps are built into the journey, so agents stay focused on the sale rather than managing documents and systems separately. EE achieved a £120M revenue uplift and a 13% conversion rate increase after deploying Lightico across its retail estate. With real-time CRM sync, every completed interaction updates your back-end automatically.
Agent initiates Lightico Session
Agent shares product details
Customer approves T&Cs and eSigns
Order complete
Manage and Automate
“Change of Details” Calls
Integrate with your IVR to engage customers in a Lightico session. The entire self-service process is fully automated, enabling the customer to complete the request in real time. Reduce fraudulent requests and free up agents to better serve your customers.
Customer calls
Identity is validated
Form presented +
filled
Cycle Completes
Simply and Easily
Clarify Billing Questions
Improve your customer experience (and NPS score) by empowering agents and customers to collaborate in a shared review session. Your telco will see a 25% decrease in the propensity to call back, freeing up your agents to better serve your customers.
Customer calls
Identity is validated via OTP
Shared review session initiated
Issue resolved
Fast, Automated, and Integrated Document Collection
Using a 100% automated workflow, your CRM can initiate a Lightico session via API to collect missing documentation. Customers complete the process in real time, all on their smartphone. Turnaround times are slashed by up to 40% using a system that your customers will love.
System updates data
Customer engaged
Data collected
Process completed
PCI-compliant Payments in Real Time
Reclaim outstanding payments and increase FCR by 25%, all while integrating Lightico’s secure payment system with your existing CRM.
Agent initiates Lightico Session
Agent requests payment
Process completed
AI Journey Orchestration
Faster, Compliant Customer Journeys Across Every Channel
Every regulated step, from identity verification and T&C acknowledgment to product offer and signed agreement, is built structurally into a single guided flow. Agents close the commercial moment with confidence. Every interaction generates a complete audit trail automatically.
Frequently Asked Questions
How do telecom contact centres reduce average handling time without compromising compliance?
Lightico reduces AHT in telco contact centres by structuring identity verification, regulatory disclosures, document collection, and signatures into a single guided agent journey. Agents follow one continuous flow rather than switching between systems or manually re-reading compliance scripts mid-call. At O2 Virgin Media, AHT fell by 200 seconds. At Three UK, the reduction exceeded 10 minutes per call, with compliance improving across the same period.
What technology helps telecoms ensure consistent compliance across agent-assisted sales journeys?
Lightico embeds regulatory disclosures, T&C acknowledgments, and identity verification steps directly into the structure of every agent-assisted journey, so compliance is delivered by design rather than dependent on agent memory or manual scripting. Every interaction automatically generates a timestamped digital audit trail. Three UK achieved 100% compliance across its 1,500-agent contact centre following deployment.
How can telecoms digitise device financing and contract sign-up without replacing core systems?
Lightico operates as a front-end journey orchestration layer that sits above existing CCaaS, CRM, and billing systems. Telecoms digitise regulated journeys, including device financing, contract sign-up, and T&C acknowledgment, without replacing underlying technology. Three UK completed a full deployment to 1,500 agents in 6 weeks with no core system changes. EE digitised device financing across 500 retail stores, achieving a £120M revenue uplift and a 13% conversion rate increase.
How do telecoms improve NPS while also meeting regulatory obligations?
Lightico resolves the tension between compliance coverage and customer experience by structuring both into the same guided journey. Agents deliver a faster, more consistent interaction because the platform handles compliance steps automatically. Three UK improved NPS by 10 points while achieving 100% compliance post-deployment. O2 Virgin Media saw a 27% improvement in customer satisfaction alongside a 47% compliance improvement.
How quickly can a journey orchestration platform be deployed across a large telco contact centre?
Lightico can be deployed across a large telco contact centre in as little as 6 weeks. Three UK expanded from a 100-advisor pilot to a full 1,500-agent rollout in that timeframe, with no app download required from customers and no replacement of core contact centre systems.
How can telecoms grow ARPU through their existing contact centre operations?
Lightico grows ARPU by embedding product offers, upsell moments, consent capture, and agreement signing into the same guided session as the service interaction. Agents complete the commercial step within the live call rather than handling it as a separate process. O2 Virgin Media achieved a 36% uplift in insurance sales within the same deployment that reduced AHT. EE achieved a £120M revenue uplift following deployment across its retail estate.
Can a single platform orchestrate both agent-assisted and self-service telco journeys?
Yes. Lightico orchestrates agent-guided journeys in the contact centre and fully automated self-service journeys via IVR and digital channels from the same platform. Both channel types produce consistent, structured outcomes and generate the same quality of digital audit trail, giving compliance and operations teams a single source of evidence across all interactions.
sync SEAMLESSLY
Integrate Lightico into your Business Environment
Let your customers complete tasks directly from your LOS, CRM, mobile app, website, IVR, or call center system. And with real-time sync, your back-end stays perfectly updated, eliminating rework.
“We’ve eliminated compliance issues, achieving 100% compliance while also improving NPS by over 10 points.”
Barry ShieldsHead of Sales & Service
10
Mins
Reduction in Call Handle Time
Join BT, EE, Three and VMO2
See how the UK's leading telecoms reduced AHT, improved compliance, and grew revenue with Lightico.
"Great tool to expedite customer service"
The most helpful thing about Lightico is the fast turnaround time, The upside is that you are giving your customer an easy way to respond quickly and efficiently. Lightico has cut work and waiting time as you can send customer forms via text and get them back quickly, very convenient for both parties.