The Upstream Works platform · Version 8
Totalix™: five editions, one platform.
A multi-tenant, CRM-embeddable agent workspace — human or AI — that goes live inside your business application in minutes.
- Account owner
- Industry
- Region
- Open cases
- Last contact
- EmailOrder question received
- SMSSame customer texts a follow-up
- VideoAgent escalates to a video call
- TimelineEvery channel, one record
New tenant live in minutes
What is Totalix?
Totalix™ is Version 8 of the Upstream Works platform: a multi-tenant, CRM-embeddable agent workspace that goes live inside a business application in minutes. It comes in five editions — Complete, for Cisco, for Amazon Connect, Embedded and Mobile — each available on your choice of deployment model. UWXP, its AI experience layer, runs natively inside it.
Easy to start
Standing up a contact center used to be a project measured in months. Totalix™ Complete goes live in minutes, with no external platform dependencies.
Easy to run
Changing how it runs no longer means a specialist, a service ticket and a wait. Your own team changes routing, queues and workflows the same day — and agentic, prompt-based administration is coming: describe the change in plain language and Totalix prepares it for you to review and apply.
Easy to buy
Which edition fits, how it deploys, and a fixed cost per agent per month. Buy through the Upstream Works partner you already work with, or on the platforms you already run.
How it is built.
New front door self-service before a human is ever needed
- Voice botNatural conversation on the phone
- ChatbotAnswers on web, app and messaging
- IVRMenus and routing, with context kept
- Agentic self-serviceCompletes the task end to end
Omnichannel core proven over 25 years with our customers on Cisco and Amazon Connect
- Voice
- Webchat
- SMS
- Messaging
- Video
- Social
- Bots
- AgentNow
- AnyTask
Unified agent and supervisor desktop
One workspace, screen pop, click-to-dial, Dynamics 365 and Salesforce.
AI Agent Assist
Real-time intent, sentiment, summaries, transcription and translation.
Assist knowledge
Agent, expert and customer knowledge bases with one search.
UW Insights
Advanced real-time & historic reporting built in.
Agentic AI powers every tier · one structured major release a quarter, micro-releases in between
Built for the CCaaS-fatigued buyer.
What buyers say about monolithic CCaaS, and our answer
- “Expensive to maintain”
- One platform at a fixed cost per agent per month, no stitched-together modules or surprise professional-services bills.
- “Inflexible”
- Five editions, choice of deployment, bring your own AI, embedded in the CRM they already use.
- “They don’t take feedback”
- Customer feedback feeds every cycle: a major release each quarter and micro-releases in between.
- “Long, poor journeys”
- Bot to agent on one continuous journey; context, history and intent travel with the customer.
How the family fits together.
Totalix™
Five editions, one platform. Every buyer conversation starts with which edition fits how you already run — then you choose how to deploy it.
UWXP
Agentic reasoning and decision intelligence on specialized small language models, with no training on your data.
UW Knowledge & Assist
Real-time agent guidance, plus customer, employee and agent knowledge bases — authored once, served everywhere.
Agents · employees · customersExplore UW Knowledge & Assist →Analytics & reportingUW Insights
Unified, real-time and historical reporting across channels, agents and AI — so you can prove the failure demand is falling.
Across the whole Totalix™ familyExplore UW Insights →Video & co-browseAgentNow
Video engagement and co-browsing for the issues that need to be seen, not described — fewer repeat calls and site visits.
Already in live customer useExplore AgentNow →Five editions. Your deployment.
Every edition runs on your choice of four deployment models — SaaS, Dedicated Hosted, Partner Hosted or On-Premise — all on the same code base.
Edition
Deployment
Not sure yet? Request a demo and we’ll show you the edition that matches how you run today — or join the waitlist and choose with your onboarding contact.
Totalix CompleteFlagship
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.
Best for: organizations with no incumbent platform — and teams tired of expensive, inflexible monolithic CCaaS.
Request a demo — Totalix CompleteIn every edition from the first release
The same core, whichever edition you choose.
- Every channel — chat, SMS, WhatsApp, Facebook, email, voice and video
- Real-time translation across every channel
- One conversation timeline, contact display and contact selector
- Self-service and assist — UWXP bots plus Agent Assist and knowledge
- Supervisor tools — agent state, silent monitoring, queues and alerting
- Reporting by agent, skill and contact reason
- Integrations — screen pops, data chips, gadgets and custom functions
- 37+ languages, left-to-right and right-to-left, with theming to match your brand
- Governance — configurable roles and access control, and an audit log of every configuration change
- New tenant live in minutes, with GDPR and WCAG built in
Compare all 60 capabilities, edition by edition With the month each one arrives.
Runs on, and inside, what you already have.
Contact-center platforms, CRMs and business applications the platform runs on or embeds in — and the AI engines you can bring to it.
Platforms and applications
Bring your own AI: Microsoft AI, Google Dialogflow, IBM Watson, Amazon Lex, Amelia, Uniphore.
Sold and delivered through 50+ partners worldwide. Find a partner →
The name
Totalix™ — “the whole”.
Totalix comes from the Latin for “the whole” — the new name for Version 8 and beyond of the Upstream Works platform. Say it with us: toh-TAL-ix.
Shape what comes next
YOUR program.
Every customer on a three-year agreement can put forward one feature request a year. Within the YOUR program’s scope, we commit it to our roadmap and build it, for free. It’s that simple. How the YOUR program works →
Coming to Totalix
Prompt-based administration.
Describe the change in plain language — set up a team, adjust routing, update skills, add users — and Totalix prepares it for your administrator to review and apply.
Existing customers
Already an Upstream Works customer?
Your current products stay fully supported under your existing agreements, and you move to Totalix when you are ready, at your own pace. Two product names have changed: Advanced Analytics and Reporting is now UW Insights, and UW Assist is now UW Knowledge & Assist. AgentNow keeps its name. Book a migration briefing →
Questions about Totalix™.
What is Totalix?
Totalix™ is Version 8 of the Upstream Works platform: a multi-tenant, CRM-embeddable agent workspace for human and AI agents that goes live inside a business application in minutes. It comes in five editions, each available on your choice of deployment model.
What are the five Totalix editions?
Totalix Complete, Totalix for Cisco, Totalix for Amazon Connect, Totalix Embedded, Totalix Mobile. Complete is the flagship, with no underlying platform required; the others add the platform to Cisco, Amazon Connect, your CRM, or — with Totalix Mobile — to your mobile, field and remote teams’ phones and, through its Mobile SDK, to your own customer apps.
Which deployment models are available for Totalix?
SaaS, Dedicated Hosted, Partner Hosted, On-Premise (Jan 2027). Deployment is a choice you make on every edition, not a separate product, and all four run the same code base — see the deployment models page for how they compare.
How does UWXP relate to Totalix?
UWXP is the AI experience layer. It powers the bots and agentic self-service in every Totalix edition and can also run on its own beside a platform you already have.
Is AgentNow an edition of Totalix?
No. AgentNow is a separate Upstream Works product for video engagement and co-browsing. Its sessions appear as channels inside Totalix, but it is not one of the five editions.
How quickly can a new Totalix tenant go live?
In minutes. A new tenant is created inside your business application with GDPR and WCAG compliance built in, and the demo shows exactly that.
Where does the name Totalix come from?
Totalix comes from the Latin for “the whole” — the new name for Version 8 and beyond of the Upstream Works platform. It is pronounced toh-TAL-ix.
What is the Totalix YOUR program?
Every customer on a three-year agreement can put forward one feature request a year. Within the YOUR program’s scope, we commit it to our roadmap and build it, for free. It’s that simple.
I am an existing Upstream Works customer. What changes?
Your current products stay fully supported under your existing agreements, and you move to Totalix when you are ready, at your own pace. Two product names have changed: Advanced Analytics and Reporting is now UW Insights, and UW Assist is now UW Knowledge & Assist. AgentNow keeps its name.
When is Totalix available?
Early adopters start in November 2026; general availability is 1 December 2026, and Totalix for Amazon Connect follows in January 2027. Request a demo to see Totalix Complete go live, or join the customer waitlist for first access.
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 →
Thanks — your request is in.
We’ll be in touch shortly to arrange your demo.
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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