Paragon Skills

Paragon Skills is an award-winning national apprenticeship provider supporting more than 4,000 learners and 1,500 organisations.

Their problem
The Bournemouth headquarters of Paragon Skills had been using an ageing phone system that was no longer supported at manufactured level which meant they risked losing one of their main communications tools should it fail. Paragon was also using legacy ISDN voice services that are being phased out by Openreach before the end of 2025. As an education provider, Paragon was already using Microsoft licences and Teams’ unified communications tools to enjoy instant messaging, video meetings, screen sharing and presence status indicators.

Paragon Skills case study - swcomms

The solution:
Already familiar with Microsoft, it made sense to deploy Teams as a phone system, especially as Paragon wanted the flexibility to work from home if required. The Microsoft Teams Phone System app has all the features of a traditional solution so Paragon can transfer calls to colleagues with ease and can announce a caller’s identity before transferring. They can also handle calls from wherever they are working.

Paragon Skills case study - swcomms

Hunt groups and queues can be set up to ensure all calls are answered, while an automated attendant can greet every caller with a welcome message before directing them to the most relevant department to relieve the pressure on the front of house team. By migrating to Gamma’s calling plans over their existing internet connection, they no longer needed to use their ISDN lines and were able to retain their existing phone numbers. The Gamma calling plan included 24,000 minutes of UK landline and mobiles calls, so there would be no extra call charges.

“We needed a provider who understood Teams calling and one that knew how to utilise third-party lines. Only one company, out of several we liaised with, could demonstrate they really knew how this all worked. Having personally worked with swcomms for more than18 years, I had no hesitation in joining forces with this new experience.”
Nick Caines, IT manager

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