NewTotalix™ is deployable from 1 December 2026

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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 in the cloud.

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What is Totalix?

Totalix™ is the contact center platform made by Upstream Works Software: a CRM-embeddable agent workspace for human and AI agents that runs inside the business applications teams already use. It comes in five editions, Complete, for Cisco, Embedded and Mobile from 1 December 2026 and for Amazon Connect from January 2027, on your choice of deployment model.

  • Easy to start

    Standing up a contact center used to be a project measured in months. Totalix™ Complete goes live in minutes in the cloud, 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
  • Email
  • 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.

Every channel inVoiceEmailVideoChatSMSWhatsAppFacebook
The platform · Version 8

Totalix™

Five editions, one platform. Every buyer conversation starts with which edition fits how you already run — then you choose how to deploy it.

Embeds in SalesforceDynamicsServiceNowPegaEpicSAPJack HenryHaloZendesk
FlagshipCompleteEnd-to-end CCaaSfor CiscoFinesse · UCCE, PCCE, WCCE · Webex CCfor Amazon ConnectNative edition · Jan 2027EmbeddedInside your appsMobileMobile agents + in-app SDK
AI experience layer

UWXP

Agentic reasoning and decision intelligence on specialized small language models, with no training on your data.

Runs natively inside Totalix™ or stands aloneExplore UWXP →
Knowledge management & agent assist · Formerly UW Assist

UW Knowledge & Assist

UW Knowledge & Assist (formerly UW Assist) is knowledge management and real-time agent assist for contact centers: one governed knowledge platform for agents, employees and customers, authored once and served everywhere.

Agents · employees · customersExplore UW Knowledge & Assist →Analytics & reporting

UW 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-browse

AgentNow

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.

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

Totalix Complete Flagship

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.

Available asCompare the four models →Selected: SaaS
Request a demo — Totalix Complete

In 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 cloud tenant live in minutes, with GDPR and WCAG built in

Compare all 60 capabilities, edition by edition With the month each one arrives.

See it in action.

Short product demos of the Complete, for Cisco, Embedded and Mobile editions, with captions; the full transcript is on each edition’s page.

Totalix for Amazon Connect arrives in January 2027.

Runs on, and inside, what you already have.

The CX platforms Totalix™ runs on and enhances, the business applications Totalix™ Embedded runs inside — and the AI engines you can bring to it.

CX platforms Totalix™ runs on and enhances

  • Cisco
  • Webex by Cisco
  • Amazon Connect

Business applications Totalix™ Embedded can run inside*

Don’t see yours? Request your application and we’ll book a session to scope it, then build it out.

* Integration with any application is subject to testing, the application’s version and edition, API access and compatibility, the vendor’s terms, and final acceptance by Upstream Works and the application provider. All product names, logos, trademarks and copyrights belong to their respective owners; their use here identifies compatibility only and does not imply endorsement.

Bring your own AI: Google Gemini, OpenAI, Claude by Anthropic, Microsoft AI, Google Dialogflow, IBM Watson, Amazon Lex, Amelia, Uniphore.

Sold and delivered through 50+ partners worldwide. Find a partner →

See Totalix™ and UWXP on your use case, in your CRM, deployed your way.

Request a demo

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.

On a three-year agreement, you get one feature request every year. Within the program’s scope, we commit it to our roadmap and build it into Totalix, for free. No ideas portal. No change request. No invoice. 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, and AgentNow video is built into every Totalix edition. 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. It comes in five editions: Complete, for Cisco, Embedded and Mobile from 1 December 2026, and for Amazon Connect from January 2027, each available on your choice of deployment model. UWXP, its AI experience layer, runs natively inside it.

Who makes Totalix?

Totalix is made by Upstream Works Software, a contact center and customer experience software company with 25 years in CX, headquartered in Woodbridge, Ontario, Canada. It was announced on 14 October 2026 and is sold through more than 50 Upstream Works partners.

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.

Is Totalix 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.

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.

Does Totalix include AgentNow?

Yes. AgentNow video engagement is an integral part of every Totalix edition, so an agent can move a chat or call to face-to-face video in the same workspace. AgentNow is also available on its own as a standalone video engagement and co-browse solution.

How quickly can a new Totalix tenant go live?

In minutes, on the Upstream Works cloud. A new tenant is created inside your business application with GDPR and WCAG compliance built in, and the demo shows exactly that. Dedicated Hosted, Partner Hosted and On-Premise deployments follow a timeline set at onboarding.

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?

On a three-year agreement, you get one feature request every year. Within the program’s scope, we commit it to our roadmap and build it into Totalix, for free. No ideas portal. No change request. No invoice.

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, and AgentNow video is built into every Totalix edition.

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 a 45-day free trial from 1 December.

Request a demo

See how Totalix™ fits the platform you already use.

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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