NewTotalix™ is deployable from 1 December 2026

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Shaping what CX does next.

Every generation of CX has had Upstream Works in it. For over 25 years we have been at the forefront — and we’re already building the next one.

Request a demoOur story

Serving customers and partners across

North America · UK & Ireland · Europe · Middle East · Asia

  • 25+years in CX
  • 50+partners
  • 5Totalix™ editions

Security you can check

Trust Center
  • ISO 270012022 · compliant
  • SOC 2compliant
  • HIPAAcompliant

  1. One workspace

    Every channel in one agent workspace, connected to the CRM agents already use.

  2. Proven at scale

    On Cisco and Amazon Connect, with every release adding channels, integrations and AI.

  3. Now · Totalix™ Version 8

    Five editions, with UWXP reasoning over every conversation.

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 in the cloud. 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, Saint Luke’s, the City of Phoenix and Toronto Hydro.

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

Enterprise-grade engineering. For every size of business.

Upstream Works has engineered contact-center software for over 25 years. We pair that depth with today’s AI and development tools and run it all through industrialized, audited processes, so what we ship is robust, secure and proven at scale across decades.

  • 25 years of CX engineering

    Contact-center and omnichannel software built, deployed and supported for leading enterprises and public-sector organizations for over 25 years.

  • Industrialized delivery

    Repeatable processes for how we design, build, test, release and support software: one structured major release every quarter, micro-releases in between, and about 65% of features starting as customer feedback.

  • Today’s AI and development tools

    AI-native engineering across our own pipeline, on top of that experience, so new capability ships fast without cutting corners.

  • Audited standards

    Upstream Works is ISO 27001:2022, SOC 2 and HIPAA compliant, with the evidence published on our Trust Center.

Upstream Works Software is a privately held, independently run company that sells and delivers through more than 50 partners worldwide. Trust Center

Totalix™ is for organizations of every size: small and mid-sized businesses and large enterprises, niche specialists and operations at scale, in every sector. Find your edition

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.

Jeff Palmer, Chief Revenue Officer

Jeff Palmer

Chief Revenue OfficerBoard member

Sean Snider, Chief Operating Officer

Sean Snider

Chief Operating OfficerBoard member

Alan Man, Chief Financial Officer

Alan Man

Chief Financial Officer

Sabrina Baksh, VP Sales, North America

Sabrina Baksh

VP Sales, North AmericaBoard member

Darrin Mulligan, VP, Solutions Engineering

Darrin Mulligan

VP, Solutions Engineering

Denise Roy, VP, People & Culture

Denise Roy

VP, People & Culture

Read the full bios

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

Contact us and office details →

Recognized for innovation in CX

CUSTOMER Product of the Year Award 2025CUSTOMER Product of the Year Award 2024Artificial Intelligence Excellence Award 2025Globee Awards 2025 Gold Winner — Innovation

All awards and recognition →

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 →
  • United Airlines
  • Paychex
  • Mitchell 1

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 (standalone video engagement and co-browsing; AgentNow video is also built into every edition).

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, Saint 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.

Is Upstream Works enterprise-ready?

Yes. Upstream Works brings over 25 years of contact-center engineering, industrialized and audited processes, and today’s AI and development tools to every release, proven at scale with leading enterprises and public-sector organizations across decades. Upstream Works is ISO 27001:2022, SOC 2 and HIPAA compliant, and it is a privately held, independently run company.

Who owns Upstream Works?

Upstream Works Software is a privately held, independently run company. It sells and delivers through more than 50 partners worldwide.

Who is Totalix for?

Organizations of every size, in every sector: small and mid-sized businesses, large enterprises, niche specialists and operations at scale. Totalix™ comes in five editions and four deployment models, so each organization picks the edition that matches how it already runs and the deployment that suits it, on the same enterprise-grade engineering.

Request a demo

See Totalix™ and UWXP on your use case.

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 →

Already a customer? Book your Totalix migration briefing →

Security review?
  • ISO 27001:2022 Compliant
  • SOC 2 Compliant
  • HIPAA Compliant
Start at our Trust Center →

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