What did Upstream Works announce on 14 October 2026?
Upstream Works unveiled Totalix™, Version 8 of its platform: a full omnichannel contact center that goes live in minutes, in five editions (Complete, for Cisco, Embedded and Mobile, with Totalix for Amazon Connect following in January 2027), at a fixed cost per agent per month, bought through Upstream Works partners.
WOODBRIDGE, Ontario, October 14, 2026 — Upstream Works, the contact center and customer experience software company with 25 years in CX, today unveiled Totalix™, Version 8 of the Upstream Works platform. Totalix is a full omnichannel contact center that goes live in minutes, runs inside the business applications teams already use, and costs a fixed amount per agent per month. It is the most Upstream Works has ever launched in a single day.
For 25 years, CX leaders have asked for the same thing: better customer experiences, at a lower cost, and faster. Yet standing up a contact center is still a project measured in months. Changing it takes a specialist and a service ticket. Asking for something new means a request into a roadmap you can’t see. Totalix is built to change all three, by making CX easy to start, easy to run and easy to buy.
Easy to start. Totalix Complete, the flagship edition, is a full omnichannel contact center: voice, digital channels, agentic AI, advanced routing, queuing, agent management, real-time reporting and deep analytics. It goes live in minutes, with no external platform dependencies.
Easy to run. Your own team changes routing, queues and workflows the same day, without a specialist or a service ticket. Next, Upstream Works is bringing agentic, prompt-based administration to Totalix: administrators will describe a change in plain language, such as setting up a team, adjusting routing, updating skills or adding users, and Totalix will prepare it for them to review and apply.
Easy to buy. Totalix is priced at a fixed cost per agent per month, with one platform and no stitched-together modules; AI usage, call minutes, messaging and storage may carry usage charges, quoted in full. Customers buy it through Upstream Works partners. Every edition runs on the deployment model the customer chooses: SaaS, Dedicated Hosted, Partner Hosted, or On-Premise from January 2027.
AI is in every conversation. Agent Assistant drafts the reply inside the conversation, and agents insert it or send it, with empathetic, neutral and firm suggestions beside live sentiment and an AI summary of every earlier session. UWXP, the Upstream Works AI experience layer, runs natively inside Totalix and also stands on its own. It focuses on reducing failure demand, which John Seddon and Vanguard Consulting put at 40–60% of contact-center volume, and on agentic self-service with instant escalation to a skilled human agent.
With the new Totalix YOUR program, every customer on a three-year agreement can put forward one feature request a year. Within the program’s scope, Upstream Works commits it to the roadmap and builds it, for free.
“CX leaders have asked us the same thing for 25 years: help me create better customer experiences, at a lower cost, and faster. Totalix is our answer,” said Jeff Palmer, Chief Revenue Officer at Upstream Works. “It goes live in minutes, it runs inside the systems your teams already use, and you know what it costs before you start. And with the YOUR program, our customers don’t just use the roadmap, they help write it. CX was ready for a change. So were we.”
“We built Totalix so that changing your contact center is something your own team does the same day, not a project,” said Sean Snider, Chief Operating Officer at Upstream Works. “Every edition runs on one platform, so a customer can start on Cisco or inside their CRM from 1 December, or on Amazon Connect from January 2027, and move at their own pace, with the same agent experience everywhere.”
Totalix (toh-TAL-ix) comes from the Latin for “the whole.” Current Upstream Works products stay fully supported under existing agreements, and customers move to Totalix when they are ready. Advanced Analytics and Reporting is now UW Insights, UW Assist is now UW Knowledge & Assist, and the award-winning AgentNow video solution keeps its name.
Upstream Works today also launches a new website at upstreamworks.com and an enhanced partner program that makes Upstream Works even easier to work with, for more than 50 partners: resellers, systems integrators, carriers, expert advisors in the Catalyst network and technology partners. Totalix is available to early adopters from November 2026, with general availability on 1 December 2026. Totalix for Amazon Connect follows in January 2027. Organizations can request a demo or join the waitlist at upstreamworks.com.
Updated October 15, 2026: corrected availability dates and buying routes.
Totalix editions
- Totalix Complete: A full omnichannel contact center — voice, digital, agentic AI, advanced routing, queuing, agent management, real-time reporting and deep analytics — with no external platform dependencies.
- Totalix for Cisco: Deep-native integration with Cisco Finesse — UCCE, PCCE and WCCE — and Webex Contact Center.
- Totalix for Amazon Connect: A native edition built for Amazon Connect deployments.
- Totalix Embedded: Embeds the contact center in, and CX-enables, any business application: CRM, ERP, customer care and billing (CC&B), case management and line-of-business systems, including custom applications. Agents work in the system they already use, with no second screen to learn.
- Totalix Mobile: The agent workspace on a phone for mobile, field and remote teams — plus a Mobile SDK that puts chat, messaging and video inside your own customer apps.
Availability
- Revealed: 14 October 2026
- Deployable from: 1 December 2026
About Upstream Works
Upstream Works, a privately held company, makes contact-center and customer-experience software, with 25 years in CX. Its platform, Totalix™, is a multi-tenant, CRM-embeddable agent workspace for human and AI agents that goes live inside a business application in minutes in the cloud, in five editions: Complete, for Cisco, for Amazon Connect, Embedded and Mobile. UWXP, its AI experience layer, reasons over why customers make contact and runs on specialized small language models. The family also includes UW Knowledge & Assist, UW Insights and AgentNow, sold standalone for video engagement and co-browsing, with AgentNow video built into every Totalix edition. Upstream Works sells through more than 50 partners and is ISO 27001:2022, SOC 2 and HIPAA compliant. Totalix is built for organizations of every size, in every sector. Headquartered in Woodbridge, Ontario, Canada.
Media contact
media@upstreamworks.com