Case Study: Kiwi.com doubles sales and boosts customer experience with Genesys PureCloud

Kiwi.com stays true to their innovative roots while embarking on an epic cloud journey

Kiwi.com, a disruptive travel start-up founded in 2012, uses a proprietary algorithm to offer 750 million flight combinations and has grown into a global online travel platform. That rapid expansion strained its Brno contact center’s legacy on‑premises systems, making it difficult to add agents and features, track basic metrics, or prevent frequent downtime.

Kiwi.com migrated to the Genesys PureCloud platform (implemented by Foehn), deploying skills‑based and bullseye routing, open APIs, real‑time analytics and agent blending to support 1,550 concurrent agents across channels. The cloud solution improved case management, average handle time and first‑call resolution, unlocked real‑time KPIs and faster onboarding, doubled sales year‑over‑year without increasing costs or headcount, and unified voice, email, chat, SMS and social for greater resilience and productivity.

Kiwi.com

Kamil Jagodziński

Chief Customer Officer