Jeff Palmer
Chief Revenue OfficerBoard member
About Upstream Works
Shaping what CX does next.
For 25 years we have been at the forefront of advanced customer experience. We never stop pushing for the next generation of CX, and we do what we say.
Who is Upstream Works?
Upstream Works Software has spent over 25 years at the forefront of advanced customer experience, shaping the contact-center and omnichannel solutions that leading enterprises run their customer conversations on. Its platform, Totalix™, puts a complete agent workspace inside the business applications enterprises already use, live in minutes. UWXP, its AI experience layer, works out why customers made contact and removes the cause. It sells and delivers through more than 50 partners and serves customers across all sectors, including United Airlines, Paychex, Mitchell 1, The AA, HomeServe, the State of Illinois, Los Angeles County, St. Luke’s, the City of Phoenix and Toronto Hydro.
25 years of CX experience
By the numbers
25+years of contact-center and omnichannel expertise
65%of features developed from customer feedback
50+partners, including the Catalyst network
3compliance frameworks: ISO 27001:2022, SOC 2, HIPAA
Our story
Always at the forefront.
Every generation of CX has had Upstream Works in it. We're already building the next one.
For over 25 years we have shaped how enterprises talk to their customers. We put every channel in one agent workspace, connected it to the CRM and business systems agents already use, and proved it at scale on Cisco and Amazon Connect. Every release added more digital channels, integrations and AI.
We have never been content to keep pace. About 65% of the features we ship start as customer feedback, and the platform now moves forward with one structured major release every quarter and micro-releases in between.
The next chapter is Totalix™: Version 8 of the platform, in five editions, with UWXP reasoning over every conversation. Routing is solved. Reasoning isn’t, and 40–60% of the contacts a center handles are avoidable failure demand (John Seddon and Vanguard Consulting). That is the problem we are organized around.
Faciemus Quae Dicimus — We do what we say.
What we believe
Empower the team
A single, AI-powered agent workspace with knowledge and insight in the interaction, so people spend their time on the conversations that need a person.
Optimize the customer experience
A holistic view of the customer journey across every channel, for effortless, personalized and proactive CX.
Better business outcomes
Agent success, customer satisfaction and loyalty, and efficiencies you can see, with actionable insight across the organization.
Do what we say
Customer feedback feeds every release cycle, and we publish our security evidence rather than asking you to take it on trust.
Led by people who have shipped it before.
An executive team with decades in contact-center software, working directly with customers and partners.
Sean Snider
Chief Operating OfficerBoard member
Alan Man
Chief Financial Officer
Dmitry Kharlap
SVP, Engineering & Product
Built for enterprise CX, everywhere.
We serve customers and partners across North America, the UK and Ireland, Europe, the Middle East and Asia, directly and through a worldwide partner network.
- Healthcare
- Financial Services
- Insurance
- Logistics
- Business Services
- Government
- Telecommunications
- Education
- Utilities
- Manufacturing
- Retail
- Technology
Recognized for innovation in CX
Security you can check
ISO 27001:2022 · SOC 2 · HIPAA — evidence on the Trust Center.
Who we work with
For over 25 years, companies across virtually every industry have trusted Upstream Works with the transformation of their customer experience.
Customers with published stories
Read the stories →
Questions about Upstream Works.
Where does Upstream Works operate?
Upstream Works serves customers and partners across North America, the UK and Ireland, Europe, the Middle East and Asia, directly and through a worldwide partner network.
How long has Upstream Works been in business?
Over 25 years. Upstream Works has been at the forefront of contact-center and CX innovation throughout, building omnichannel software for enterprises on Cisco and Amazon Connect and, now, as an independent platform.
What does Upstream Works sell?
Totalix™ — the Upstream Works platform in five editions — plus UWXP (the AI experience layer), UW Knowledge & Assist (knowledge and agent guidance), UW Insights (analytics and reporting) and AgentNow (video engagement and co-browsing).
Who are Upstream Works’ customers?
Enterprises across healthcare, financial services, insurance, logistics, business services, government, telecommunications, education, utilities, manufacturing, retail and technology — including United Airlines, Paychex, Mitchell 1, The AA, HomeServe, the State of Illinois, Los Angeles County, St. Luke’s, the City of Phoenix and Toronto Hydro.
Is Upstream Works certified for security?
Yes. Upstream Works is ISO 27001:2022, SOC 2, HIPAA compliant, with evidence published on the Upstream Works Trust Center.
Request a demo
Find out how much of your demand you can make disappear.
Tell us who you are and what you run. We’ll show you Totalix™ and UWXP on your use case, in your CRM, deployed your way.
- A live tenant, not a slide deck
- The engineer who knows your platform
- Or connect with one of our 50+ partners
Want your own Totalix trial tenant from 1 December 2026? Join the waitlist →
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What happens next
- Your request goes straight to the Upstream Works sales lead for your region.
- We’ll contact you within one business day.
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