NewTotalix™ is deployable from 1 December 2026 · 48 days until you can deploy

Join the waitlist

Totalix™ edition

Totalix™ for Cisco

Deep-native integration with Cisco Finesse — UCCE, PCCE and WCCE — and Webex Contact Center.

Request a demo

Who is Totalix for Cisco for?

Totalix for Cisco is for contact centers that want to keep Cisco Finesse as the agent desktop — and can also embed in the CRM and deliver a mobile agent solution. Available through Cisco SolutionsPlus, directly from partners, or on AWS Marketplace. Deep-native integration with Cisco Finesse — UCCE, PCCE and WCCE — and Webex Contact Center. Early adopters from November 2026; generally available 1 December 2026.

  • Native to Cisco Finesse — UCCE, PCCE and WCCE — and Webex Contact Center
  • Keep Finesse as the agent desktop; add digital channels, AI Agent Assist, knowledge and reporting without replacing the Cisco estate
  • Embed the same experience in your CRM, and give field and remote staff a mobile agent solution
  • Buy through Cisco SolutionsPlus, directly from our partners, or on AWS Marketplace

Totalix™ for Cisco is for contact centers that want to keep Cisco Finesse as the agent desktop. It integrates natively with Finesse across Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Webex Contact Center Enterprise (WCCE), and with Webex Contact Center — adding digital channels, AI Agent Assist, knowledge and reporting without disrupting the routing, business rules and integrations you have invested in.

Agents keep one consistent desktop as you move between Finesse and Webex Contact Center, so a platform migration no longer means retraining the floor. The same experience can also be embedded in your CRM for the teams who live there, and delivered as a mobile agent solution for field and remote staff — one Cisco estate, three ways to work in it.

Buy it the way you already buy: on the Cisco price list through Cisco SolutionsPlus — a route Upstream Works has used for years — directly from the Upstream Works partners who deliver it, or on AWS Marketplace.

Totalix™ for Cisco in Cisco Finesse.

Finesse on UCCE, PCCE and WCCE: the Totalix workspace runs inside the Finesse desktop your agents already use, with Assist and Insights beside every conversation.

Close-up of the Totalix Assist panel in Cisco Finesse: customer attentive, agent acknowledging, Ask AI and three suggested replies
Assist in FinesseCustomer and agent sentiment, Ask AI, and neutral and empathetic replies with Insert, Send and Copy.
Close-up of the Totalix Insights panel in Cisco Finesse: a customer and agent sentiment chart and an AI summary of the conversation history
Insights in FinesseA live sentiment chart and an AI summary of the earlier sessions and this one.

Totalix™ for Cisco with Webex Contact Center.

Screens from the Totalix console on Webex Contact Center: voice and chat in one agent workspace, with AI beside every conversation.

Totalix console on a desktop monitor showing an incoming Webex Contact Center call notification with Answer and Decline buttons
Answer the callNumber, DNIS and queue are on screen before you answer.
Close-up of the Totalix Assist panel on Webex Contact Center: customer and agent sentiment, Ask AI, and neutral and empathetic suggested replies with Insert, Send and Copy buttons
Suggested replies, ready to sendNeutral and empathetic replies with Insert, Send and Copy, beside live sentiment, Ask AI and an AgentNow invite to video.

What’s in it

Everything in Totalix for Cisco.

46 capabilities, available to early adopters from November 2026 and generally available from 1 December 2026.

Available

1 December 2026

Early adopters from November 2026

Shown separately for each Cisco platform: Cisco Finesse (left; Finesse on UCCE, PCCE and WCCE) and Webex Contact Center (right).

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.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Chat Live chat with customers, in the same conversation timeline as every other channel.FinesseAt launchWebex CCAt launch
  • Email Customer email, worked in the same workspace and timeline as every other channel.FinesseAt launchWebex CCAt launch
  • Video Move to a video conversation when the issue needs to be seen, not described.FinesseAt launchWebex CCAt launch
  • SMS, MMS, WhatsApp and Facebook Messenger Messaging on the channels your customers already use.FinesseAt launchWebex CCAt launch

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.FinesseAt launchWebex CCAt launch
  • Contact selector Find and attach the right contact to any conversation.FinesseAt launchWebex CCAt launch
  • Contact-reason tagging Tag every interaction with why the customer got in touch.FinesseAt launchWebex CCAt launch
  • Conversation timeline Every interaction on every channel in one timeline per customer.FinesseAt launchWebex CCAt launch
  • Cases Group related interactions into a case and follow it through to resolution.FinesseJan 2027Webex CCJan 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.FinesseAt launchWebex CCAt launch
  • Real-time translation Automatic translation inside the conversation, so agent and customer can each use their own language.FinesseAt launchWebex CCAt launch
  • Agentic omnichannel bots (UWXP) AI agents that resolve requests across channels and hand over to a person with full context.FinesseAt launchWebex CCAt launch
  • Agent Assist (UWXP) Suggested replies, live sentiment and conversation summaries beside every interaction.FinesseAt launchWebex CCAt launch

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.FinesseAt launchWebex CCAt launch
  • Media library Shared images, documents and files, ready to send.FinesseAt launchWebex CCAt launch
  • Configurable, responsive desktop Lay the workspace out for each role; it adapts to any screen size.FinesseAt launchWebex CCAt launch
  • Personal and shared address books Each agent’s own contacts, plus directories the whole team shares.FinesseAt launchWebex CCAt launch
  • Localized in 37+ languages The workspace in more than 37 languages.FinesseAt launchWebex CCAt launch
  • Left-to-right and right-to-left Full support for right-to-left languages as well as left-to-right.FinesseAt launchWebex CCAt launch
  • Theming Match the workspace to your brand.FinesseAt launchWebex CCAt launch
  • GDPR and WCAG by design Privacy and accessibility built in from the first release.FinesseAt launchWebex CCAt launch

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.FinesseAt launchWebex CCAt launch
  • Voice monitoring, silent monitoring and barge-in Listen to live calls, coach without being heard, and join the call when needed.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Team views and agent state control See every agent’s state at a glance and change it from one view.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Queue viewer with reskilling Watch queues live and move agents’ skills to meet demand.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Supervisor alerts Alerts that tell supervisors when something needs attention.FinesseAt launchWebex CCAt launch

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.FinesseAt launchWebex CCAt launch
  • Supervisor dashboards (UW Insights) Real-time and historical dashboards powered by UW Insights.FinesseAt launchWebex CCAt launch
  • Contact-reason reports Why customers contact you, from the tags agents apply.FinesseAt launchWebex CCAt launch
  • Digital usage reports Digital-channel usage, reported for billing.FinesseAt launchWebex CCAt launch
  • Voice usage reports Voice usage, reported for billing.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Agent and skill activity reports What each agent and each skill handled.FinesseVia Cisco CCEWebex CCVia Webex CC
  • Agent sign-in and productivity reports Sign-in and sign-out, tasks processed and more.FinesseVia Cisco CCEWebex CCVia Webex CC

Inside the agent desktop you already use

Totalix runs inside the desktop your agents already have open.

  • Inside Cisco Finesse Embedded in Finesse for Cisco contact center enterprise agents.FinesseAt launchWebex CCNot offered
  • Inside Webex Contact Center Embedded for Webex Contact Center agents.FinesseNot offeredWebex CCAt launch

Integrations

Bring your own systems and data into the conversation.

  • Data chips Customer data from your business systems, surfaced in the conversation.FinesseAt launchWebex CCAt launch
  • Screen pops The right record opens as the contact arrives.FinesseAt launchWebex CCAt launch
  • Gadgets Add your own tools as panels in the workspace.FinesseAt launchWebex CCAt launch
  • Custom functions Extend the workspace with your own actions.FinesseAt launchWebex CCAt launch

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.FinesseAt launchWebex CCAt launch

Your platform’s routing, kept

On Cisco and Amazon Connect, the routing you have already invested in stays in charge.

  • Cisco contact center enterprise routing Your UCCE, PCCE or Webex CCE routing and business rules stay in place.FinesseVia Cisco CCEWebex CCNot offered
  • Webex Contact Center routing Your Webex Contact Center routing stays in place.FinesseNot offeredWebex CCVia Webex CC

Administration and governance

Every change controlled, permissioned and recorded.

  • Audit log of every configuration change Who changed what, and when.FinesseAt launchWebex CCAt launch
  • Admin console on tablet or browser Administer the platform from a browser or a tablet.FinesseAt launchWebex CCAt launch
  • Configurable roles and access control Decide exactly who can see and change what.FinesseAt launchWebex CCAt launch

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.

Close-up of the Totalix audit log: grouped change sets with entity, record, action and label
Audit log of every changeWho changed what and when — people and system jobs alike — filterable by entity, actor, action and date.
Close-up of a Totalix audit log entry: the record before the change, with the changed LastSyncedAt field highlighted
Before and afterOpen any change to see every field before and after, with the changed values highlighted.

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

Cisco and the partners who deliver it

  • Cisco
  • Webex by Cisco
  • TTEC Digital
  • Trace3
  • V3Gate
  • ExpertFlow
  • CONNECT Professional Services
  • Bucher + Suter
  • Arraya Solutions
  • Presidio

Compare every feature, edition by edition →

Other editions: Complete · for Amazon Connect · Embedded · Mobile

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™ edition

Totalix for Cisco

Deep-native integration with Cisco Finesse — UCCE, PCCE and WCCE — and Webex Contact Center.

Best for: contact centers that want to keep Cisco Finesse as the agent desktop — and can also embed in the CRM and deliver a mobile agent solution. Available through Cisco SolutionsPlus, directly from partners, or on AWS Marketplace.

Available asCompare the four models →Selected: SaaS
Request a demo — Totalix for Cisco
The YOUR programShape how Totalix extends Cisco.How it works →

Questions about Totalix for Cisco.

Which Cisco platforms does Totalix for Cisco support?

Cisco Finesse on Unified Contact Center Enterprise (UCCE), Packaged Contact Center Enterprise (PCCE) and Webex Contact Center Enterprise (WCCE), plus Webex Contact Center. The agent desktop stays consistent across all of them, which is what makes a migration between them painless.

Can Totalix for Cisco be embedded in our CRM, or used on mobile?

Yes to both. The Cisco edition keeps Finesse as the agent desktop, and the same experience can be embedded in your CRM for the teams who work there, or delivered as a mobile agent solution for field and remote staff.

Do we have to replace our Cisco estate?

No. Totalix™ for Cisco is additive: it keeps Cisco routing, business rules and integrations in place and adds the modern agent experience, digital channels, AI and CRM embedding on top.

How do we buy Totalix for Cisco?

Three routes: through Cisco SolutionsPlus (it is on the Cisco price list), directly from the Upstream Works partners who deliver it worldwide, or on AWS Marketplace. Request a demo and we will connect you with the right one.

Can the Cisco edition run in the cloud?

Yes. Deployment is a choice on every edition: SaaS, Dedicated Hosted, Partner Hosted, or On-Premise from January 2027 — the same four models, all on the same code base. The deployment models page explains each one.

When is Totalix for Cisco available?

Totalix for Cisco is available to early adopters from November 2026 and generally available from 1 December 2026. 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 Cisco 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 →

Request a demo

You can unsubscribe at any time. See our Privacy Statement.