Totalix™ edition
Totalix™ for Amazon Connect
A native edition built for Amazon Connect deployments.
Who is Totalix for Amazon Connect for?
Totalix for Amazon Connect is for Amazon Connect teams who want a CRM-embedded agent workspace. A native edition built for Amazon Connect deployments. Available from January 2027.
- Built natively for Amazon Connect
- CRM-embedded agent workspace on top of Connect
- Listed on AWS Marketplace for committed-spend buyers
Totalix™ for Amazon Connect extends Amazon Connect for mid-market and large enterprises: Connect voice and Upstream Works digital channels unified in one agent workspace, with embedded real-time AI assistance, knowledge, CRM integrations, human–AI continuity and analytics.
It is available on AWS Marketplace, so organizations with committed AWS spend can buy it the way they already buy, and it scales from a fast standard deployment to tailored enterprise solutions delivered with Upstream Works and its Amazon Connect partners.
What’s in it
Everything in Totalix for Amazon Connect.
44 capabilities, available from January 2027.
Available
January 2027
Request a demo to plan your start
Every channel
Voice and every digital channel in one agent workspace and one conversation timeline.
- Voice Calls handled in the same workspace as every digital channel.Via Amazon Connect
- Chat Live chat with customers, in the same conversation timeline as every other channel.Jan 2027
- Email Customer email, worked in the same workspace and timeline as every other channel.Jan 2027
- Video Move to a video conversation when the issue needs to be seen, not described.Jan 2027
- SMS, MMS, WhatsApp and Facebook Messenger Messaging on the channels your customers already use.Jan 2027
Contacts and conversation history
Know who the customer is and everything that has already happened, on every channel.
- Contact display Who the customer is, on screen as the conversation arrives.Jan 2027
- Contact selector Find and attach the right contact to any conversation.Jan 2027
- Contact-reason tagging Tag every interaction with why the customer got in touch.Jan 2027
- Conversation timeline Every interaction on every channel in one timeline per customer.Jan 2027
- Cases Group related interactions into a case and follow it through to resolution.Jan 2027
AI in every conversation
UWXP, the Upstream Works AI experience layer, runs natively inside every edition.
- Voice transcription Calls transcribed to text alongside the conversation.Jan 2027
- Real-time translation Automatic translation inside the conversation, so agent and customer can each use their own language.Jan 2027
- Agentic omnichannel bots (UWXP) AI agents that resolve requests across channels and hand over to a person with full context.Jan 2027
- Agent Assist (UWXP) Suggested replies, live sentiment and conversation summaries beside every interaction.Jan 2027
Agent productivity
A workspace each team can shape, in their own language, with the answers one click away.
- Templates and knowledge Approved responses and knowledge, one click from the conversation.Jan 2027
- Media library Shared images, documents and files, ready to send.Jan 2027
- Configurable, responsive desktop Lay the workspace out for each role; it adapts to any screen size.Jan 2027
- Personal and shared address books Each agent’s own contacts, plus directories the whole team shares.Jan 2027
- Localized in 37+ languages The workspace in more than 37 languages.Jan 2027
- Left-to-right and right-to-left Full support for right-to-left languages as well as left-to-right.Jan 2027
- Theming Match the workspace to your brand.Jan 2027
- GDPR and WCAG by design Privacy and accessibility built in from the first release.Jan 2027
Supervisor tools
See every queue and every agent live, and step in the moment it matters.
- Digital monitoring, silent monitoring and barge-in Follow live digital conversations, coach without being seen, and step in when needed.Jan 2027
- Voice monitoring, silent monitoring and barge-in Listen to live calls, coach without being heard, and join the call when needed.Jan 2027
- Team views and agent state control See every agent’s state at a glance and change it from one view.Jan 2027
- Queue viewer with reskilling Watch queues live and move agents’ skills to meet demand.Jan 2027
- Supervisor alerts Alerts that tell supervisors when something needs attention.Jan 2027
Dashboards and reporting
Real-time and historical views for agents and supervisors, plus usage reports ready for billing.
- Agent real-time dashboard Each agent’s own performance, live.Jan 2027
- Supervisor dashboards (UW Insights) Real-time and historical dashboards powered by UW Insights.Jan 2027
- Contact-reason reports Why customers contact you, from the tags agents apply.Jan 2027
- Digital usage reports Digital-channel usage, reported for billing.Jan 2027
- Voice usage reports Voice usage, reported for billing.Via Amazon Connect
- Agent and skill activity reports What each agent and each skill handled.Via Amazon Connect
- Agent sign-in and productivity reports Sign-in and sign-out, tasks processed and more.Via Amazon Connect
Inside the agent desktop you already use
Totalix runs inside the desktop your agents already have open.
- Inside Amazon Connect Embedded for Amazon Connect agents.Jan 2027
Integrations
Bring your own systems and data into the conversation.
- Data chips Customer data from your business systems, surfaced in the conversation.Jan 2027
- Screen pops The right record opens as the contact arrives.Jan 2027
- Gadgets Add your own tools as panels in the workspace.Jan 2027
- Custom functions Extend the workspace with your own actions.Jan 2027
Queuing and routing
Built-in queuing and routing in Totalix Complete, Embedded and Mobile.
- Visual queue for digital channels See waiting digital conversations and pick the right one.Jan 2027
Your platform’s routing, kept
On Cisco and Amazon Connect, the routing you have already invested in stays in charge.
- Amazon Connect routing Your Amazon Connect flows and routing stay in place.Via Amazon Connect
Administration and governance
Every change controlled, permissioned and recorded.
- Audit log of every configuration change Who changed what, and when.Jan 2027
- Admin console on tablet or browser Administer the platform from a browser or a tablet.Jan 2027
- Configurable roles and access control Decide exactly who can see and change what.Jan 2027
Compare all five editions At launch = early adopters from november 2026; general availability 1 december 2026.
Run it yourself.
Changing how it runs no longer means a specialist, a service ticket and a wait. Your own team configures the workspace, and every change is recorded in the audit log.
In every edition from the first release.
- 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
Built on AWS — delivered with Amazon Connect partners
Choose how you deploy it.
Every edition runs on your choice of deployment model — the page stays the same. What each model means →
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 for Amazon ConnectFlagship
A native edition built for Amazon Connect deployments.
Best for: Amazon Connect teams who want a CRM-embedded agent workspace.
Request a demo — Totalix for Amazon ConnectQuestions about Totalix for Amazon Connect.
What does Totalix for Amazon Connect add to Amazon Connect?
A unified omnichannel agent workspace over Connect voice and Upstream Works digital channels, with real-time AI Agent Assist, knowledge, CRM integration, journey visibility and analytics and reporting.
Can we buy it on AWS Marketplace?
Yes. Totalix™ for Amazon Connect is listed on AWS Marketplace, so it can be purchased against committed AWS spend.
Is this a native Amazon Connect edition?
Yes. It is built natively for Amazon Connect deployments rather than adapted from another platform, and Upstream Works cloud solutions follow the AWS Foundational Technical Review framework.
When is Totalix for Amazon Connect available?
Totalix for Amazon Connect is available from January 2027. The full list of capabilities, and when each one arrives, is on the Totalix feature comparison.
What is the Totalix YOUR program?
The YOUR program lets Totalix customers shape what Totalix does next. 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 Totalix roadmap and builds it, for free.
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 for Amazon Connect 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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