Thompson Rivers University went live in weeks with Solgari for Teams - transforming student engagement into an AI-powered omnichannel experience.
About Thompson Rivers University
Thompson Rivers University (TRU) is a public university based in Kamloops, British Columbia, serving over 27,000 students across campus-based and Open Learning programmes. With a diverse mix of domestic and international learners, TRU is committed to providing accessible, high-quality education supported by modern digital engagement.
The Challenge
TRU’s legacy telephony and disconnected systems limited their ability to deliver the fast, personalised service today’s students expect:
Disconnected service channels for admissions, student advisory, and Open Learning.
• Slow query routing delayed support for students.
• Manual follow-ups caused inefficiency and longer case closure times.
• Limited capability to adopt AI or expand engagement channels.
Why Solgari
Working with technology partner X10 Technologies, TRU selected Solgari for its deep Microsoft integration, rapid deployment, and AI-driven engagement features:
- Solgari for Microsoft Teams: Transformed Teams into a unified omnichannel hub for student engagement.
- Intelligent routing: Automatically directed student enquiries to the right advisors across departments.
- Copilot AI features: Live transcription, conversation summaries, and multilingual chat agents built into daily workflows.
- Azure Canada hosting: Delivered secure, compliant infrastructure meeting data sovereignty standards.
- Rapid deployment: Implemented in weeks to align with the upcoming enrolment cycle.
The Results
- Rapid go-live: Legacy systems replaced and omnichannel support launched in weeks.
- Faster response: Students now reach the right advisor instantly.
- Personalised service: Advisors use AI insights to provide tailored guidance.
- Efficiency gains: Automation reduced manual tasks and freed staff capacity.
- Future-ready foundation: Positioned to expand further into AI-driven and digital engagement channels.
The Human Impact
For TRU’s students, the change means quicker answers and more personalised support.
Advisors now have complete visibility of every conversation in one place, supported by AI tools that help them focus on what matters most: guiding students to success.
The Future
Thompson Rivers University is now exploring how to:
- Extend Solgari’s omnichannel capability across more departments.
- Leverage AI insights to improve student satisfaction and retention.
- Continue building a connected, future-proof digital campus experience.
