Principality
Principality House, The Friary,
Cardiff, CF10 1UA,
United Kingdom
Cardiff, CF10 1UA,
United Kingdom
44 29 2038-2000
Banking and Financial Services
Principality Technographics
Principality Software Purchases and Digital Transformation Initiatives
Discover the latest software purchases and digital transformation initiatives being undertaken by Principality and its business and technology executives. Each quarter our research team identifies on-prem and cloud applications that are being used by the 1250 Principality employees from the public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources.
During our research, we have identified that Principality has purchased the following applications: Reward Gateway Employee Reward and Recognition for Employee Recognition and Rewards Management in 2021, Synthetix for Chatbots and Conversational AI in 2020, Cisco Unified Intelligence Center for Analytics and BI in 2018 and the related IT decision-makers and key stakeholders.
Our database provides customer insight and contextual information on which enterprise applications and software systems Principality is running and its propensity to invest more and deepen its relationship with Edenred , Calabrio , Synthetix or identify new suppliers as part of their overall Digital and IT transformation projects to stay competitive, fend off threats from disruptive forces, or comply with internal mandates to improve overall enterprise efficiency.
We have been analyzing Principality revenues, which have grown to $219.0 million in 2024, plus its IT budget and roadmap, cloud software purchases, aggregating massive amounts of data points that form the basis of our forecast assumptions for Principality intention to invest in emerging technologies such as AI, Machine Learning, IoT, Blockchain, Autonomous Database or in cloud-based ERP, HCM, CRM, EPM, Procurement or Treasury applications.
Principality Data, Technology Stack, and Enterprise Applications
HCM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Edenred | Legacy | Reward Gateway Employee Reward and Recognition | Employee Recognition and Rewards Management | HCM | n/a | 2021 | 2021 |
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Workforce Management | HCM |
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2018 | 2018 |
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AI-Powered Application
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Synthetix | Legacy | Synthetix | Chatbots and Conversational AI | AI-Powered Application | n/a | 2020 | 2020 |
In 2020, Principality Building Society deployed Synthetix to deliver a customer-facing self-service chat, enabling customers to find answers to common questions. The deployment aligns Principality, Synthetix, Chatbots and Conversational AI and the customer service function, positioning the Synthetix application as a primary conversational layer for digital support.
The implementation focused on Synthetix’s self-service capabilities, using a knowledge-driven chat configuration labeled For Your Customers Chat. Functional modules implemented include knowledge management for FAQ content, conversational flow design, and natural language intent recognition to map customer queries to authored answers. Standard category-aligned capabilities such as automated response templates, session context handling, and handoff workflows for escalation were configured to support conversational continuity.
Operational ownership sat with customer service and digital support teams, who were responsible for content grooming, intent training, and ongoing conversational model tuning. Rollout covered customer-facing digital channels serving Principality’s United Kingdom customer base, and governance emphasized knowledge version control, regular content reviews, and monitoring of conversational performance through built-in analytics in Synthetix.
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Analytics and BI
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
| Cisco Systems | Legacy | Cisco Unified Intelligence Center | Analytics and BI | Analytics and BI | n/a | 2018 | 2018 |
In 2018 Principality deployed Cisco Unified Intelligence Center to centralize Analytics and BI for its Customer Services organization. The implementation supported the Operational Support team based in Cardiff and was aligned with ongoing workforce planning and contact centre reporting activities during January 2018 to November 2019. This deployment placed Cisco Unified Intelligence Center at the center of Principality Analytics and BI for Customer Services, enabling scheduled MI outputs used by frontline managers and departmental leads.
Cisco Unified Intelligence Center was configured to deliver scheduled and ad hoc management information, including weekly, monthly and quarterly MI reports and call reporting. The implementation supported historical analytics and real-time dashboarding for service metrics such as ASA and AHT, and the Operational Support team used Excel and VBA based capacity planners alongside the platform to forecast yearly call and workload volumes. Real-time queue visibility was surfaced to agents and supervisors in concert with agent reskilling and coaching workflows.
The deployment integrated explicitly with Cisco Finesse for real-time agent and queue monitoring and with Calabrio One WFM for employee schedule maintenance and workforce management data exchange. These integrations supported end to end operational use cases, including forecasting, schedule adherence, capacity planning and cross-functional stakeholder reporting across Customer Services. Data flows between Cisco Unified Intelligence Center, Cisco Finesse and Calabrio One WFM enabled consolidated reporting used by Customer Services management and the Operational Support team.
Governance and process changes accompanied the rollout, with creation and maintenance of process and procedure guides, business continuity plans and business impact analysis for disaster recovery. The Operational Support team coordinated disaster recovery tests and worked closely with management and key stakeholders to ensure correct distribution of resources and timely completion of support tasks. Reporting ownership, schedule publishing and escalation workflows were formalized to support ongoing Analytics and BI operations within Customer Services.
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Collaboration
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Audio Video and Web Conferencing | Collaboration |
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2012 | 2012 |
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PBX, VoiP and Phone Systems | Collaboration |
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2012 | 2012 |
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Content Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Web Content Management | Content Management |
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2011 | 2011 |
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CRM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Call Center, Customer Experience | CRM |
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2007 | 2007 |
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Customer Engagement | CRM |
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2011 | 2011 |
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Customer Experience | CRM |
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2020 | 2020 |
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Customer Experience | CRM |
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2018 | 2018 |
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Marketing Automation | CRM |
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2014 | 2014 |
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IT Asset Management
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Software Asset Management (SAM), IT Asset Management (ITAM) | IT Asset Management |
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2017 | 2017 |
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ITSM
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Application Performance Management | ITSM |
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2018 | 2018 |
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IT Service Management | ITSM |
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2020 | 2020 |
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PaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Test Automation Platform | PaaS |
|
2020 | 2020 |
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IaaS
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
|
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Application Hosting and Computing Services | IaaS |
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2018 | 2018 |
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Application Hosting and Computing Services | IaaS |
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2015 | 2015 |
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Backup as a Service (BaaS) | IaaS |
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2019 | 2019 |
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Disaster Recovery as a Service (DRaaS) | IaaS |
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2019 | 2019 |
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CyberSecurity
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Secure Email Gateways (SEGs) | CyberSecurity |
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2014 | 2014 |
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Professional Services
Vendor |
Previous System |
Application |
Category |
Market |
VAR/SI |
When |
Live |
Insight |
|---|---|---|---|---|---|---|---|---|
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Professional Services | Professional Services |
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2018 | 2018 |
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IT Decision Makers and Key Stakeholders at Principality
| First Name | Last Name | Title | Function | Department | Phone | |
|---|---|---|---|---|---|---|
| No data found | ||||||
Apps Being Evaluated by Principality Executives
| Date | Company | Status | Vendor | Product | Category | Market |
|---|---|---|---|---|---|---|
| No data found | ||||||
FAQ - APPS RUN THE WORLD Principality Technographics
Principality is a Banking and Financial Services organization based in United Kingdom,
with around 1250 employees and annual revenues of $219.0 million.
Principality operates a diverse technology stack with applications such as
Reward Gateway Employee Reward and Recognition, Synthetix and Cisco Unified Intelligence Center,
covering areas like Employee Recognition and Rewards Management, Chatbots and Conversational AI and Analytics and BI.
Principality has invested in cloud applications and AI-driven platforms to optimize efficiency and growth,
collaborating with vendors such as Edenred, Synthetix and Cisco Systems.
Principality recently adopted applications including
Reward Gateway Employee Reward and Recognition in 2021, Synthetix in 2020 and Hotjar in 2020,
highlighting its ongoing modernization strategy.
APPS RUN THE WORLD maintains an up-to-date database of Principality’s key decision makers and IT executives,
available to Premium subscribers.
Our research team continuously updates Principality’s profile with verified software purchases,
vendor relationships, and digital initiatives identified from public and proprietary sources.
Subscribe to APPS RUN THE WORLD to access the complete Principality technographics profile,
including detailed breakdowns by category, vendor, and IT decision makers.