Flagship edition
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.
Who is Totalix Complete for?
Totalix Complete is for organizations with no incumbent platform — and teams tired of expensive, inflexible monolithic CCaaS. 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. Early adopters from November 2026; generally available 1 December 2026.
- A new front door: voice bot, chatbot, IVR and agentic self-service, handing over to an agent with full context
- The omnichannel core proven over 25 years: voice, email, webchat, SMS, messaging, video, co-browse, social and bots
- Unified agent and supervisor desktop, AI Agent Assist and knowledge, and bring-your-own-AI analytics
- One platform at a fixed cost per agent per month — no stitched-together modules
- Goes live in minutes, with no external platform dependencies
Totalix™ Complete is the flagship edition: everything 25 years of omnichannel customers rely on today, plus a new front door of voice bot, chatbot, IVR and agentic self-service, and adjacent capabilities Upstream Works has never offered before.
Self-service handles the request before a human is ever needed. When a person is needed, the conversation is handed to the omnichannel core with full context — intent, history and what has already been tried — so the customer never starts again.
It is built for the buyer tired of monolithic CCaaS: one platform at a fixed cost per agent per month instead of stitched-together modules and surprise professional-services bills; five editions and a choice of deployment instead of one inflexible shape; and customer feedback feeding one structured major release every quarter, with micro-releases in between.
See Totalix™ Complete at work.
The Totalix Complete agent desktop: every channel in one workspace, with Agent Assist, Insights and knowledge beside every conversation.
How Totalix™ Complete is built.
A new front door of self-service hands the customer, with full context, to the omnichannel core proven over 25 years.
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
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.
What’s in it
Everything in Totalix Complete.
53 capabilities, available to early adopters from November 2026 and generally available from 1 December 2026.
Available
1 December 2026
Early adopters from November 2026
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.At launch
- Chat Live chat with customers, in the same conversation timeline as every other channel.At launch
- Email Customer email, worked in the same workspace and timeline as every other channel.At launch
- Video Move to a video conversation when the issue needs to be seen, not described.At launch
- SMS, MMS, WhatsApp and Facebook Messenger Messaging on the channels your customers already use.At 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.At launch
- Contact selector Find and attach the right contact to any conversation.At launch
- Contact-reason tagging Tag every interaction with why the customer got in touch.At launch
- Conversation timeline Every interaction on every channel in one timeline per customer.At launch
- 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.At launch
- Real-time translation Automatic translation inside the conversation, so agent and customer can each use their own language.At launch
- Agentic omnichannel bots (UWXP) AI agents that resolve requests across channels and hand over to a person with full context.At launch
- Agent Assist (UWXP) Suggested replies, live sentiment and conversation summaries beside every interaction.At 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.At launch
- Media library Shared images, documents and files, ready to send.At launch
- Configurable, responsive desktop Lay the workspace out for each role; it adapts to any screen size.At launch
- Personal and shared address books Each agent’s own contacts, plus directories the whole team shares.At launch
- Localized in 37+ languages The workspace in more than 37 languages.At launch
- Left-to-right and right-to-left Full support for right-to-left languages as well as left-to-right.At launch
- Theming Match the workspace to your brand.At launch
- GDPR and WCAG by design Privacy and accessibility built in from the first release.At 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.At launch
- Voice monitoring, silent monitoring and barge-in Listen to live calls, coach without being heard, and join the call when needed.At launch
- Team views and agent state control See every agent’s state at a glance and change it from one view.At launch
- Queue viewer with reskilling Watch queues live and move agents’ skills to meet demand.At launch
- Supervisor alerts Alerts that tell supervisors when something needs attention.At 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.At launch
- Supervisor dashboards (UW Insights) Real-time and historical dashboards powered by UW Insights.At launch
- Contact-reason reports Why customers contact you, from the tags agents apply.At launch
- Digital usage reports Digital-channel usage, reported for billing.At launch
- Voice usage reports Voice usage, reported for billing.At launch
- Agent and skill activity reports What each agent and each skill handled.At launch
- Agent sign-in and productivity reports Sign-in and sign-out, tasks processed and more.At launch
Browser and mobile
The full workspace in a web browser, and native on mobile for agents and for your customers.
- Native mobile app For agents away from a desk, and for your customers inside your own apps.At launch
- Runs in the browser The full agent workspace in a web browser.At launch
Integrations
Bring your own systems and data into the conversation.
- Data chips Customer data from your business systems, surfaced in the conversation.At launch
- Screen pops The right record opens as the contact arrives.At launch
- Gadgets Add your own tools as panels in the workspace.At launch
- Custom functions Extend the workspace with your own actions.At launch
Queuing and routing
Built-in queuing and routing in Totalix Complete, Embedded and Mobile.
- Queues and overflows Queues with overflow, so no contact waits longer than it should.At launch
- Advanced attribute-based routing Match each contact to the right agent by the attributes that matter to you.At launch
- Scripted flows Design routing and self-service flows visually.At launch
- Callback from queue Customers can ask for a call back instead of waiting on hold.At launch
- Critical call support Priority handling for urgent, high-stakes calls.At launch
- Visual queue for voice See waiting calls and pick the right one.At launch
- Visual queue for digital channels See waiting digital conversations and pick the right one.At launch
- Multi-agent task offering Offer a task to several agents at once.At launch
- Sequenced calling Ring people in a defined order.At launch
Administration and governance
Every change controlled, permissioned and recorded.
- Audit log of every configuration change Who changed what, and when.At launch
- Admin console on tablet or browser Administer the platform from a browser or a tablet.At launch
- Configurable roles and access control Decide exactly who can see and change what.At launch
PBX features
Telephony features for the people who need more than a contact center.
- PBX extensions Extension numbers for your people.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
Embeds in your CRM — bring your own AI
Compare every feature, edition by edition →
Other editions: for Cisco · 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 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 CompleteQuestions about Totalix Complete.
Does Totalix Complete need an existing contact-center platform?
No. Totalix™ Complete is full, independent, end-to-end CCaaS. It includes the front door (voice bot, chatbot, IVR, agentic self-service), the omnichannel core and the agent and supervisor desktop, with no underlying platform required.
Which channels does the Complete edition include?
Voice, email, webchat, SMS, messaging (including WhatsApp and Facebook), video, co-browse, social and bots — all in one conversation timeline with real-time translation across every channel.
Can we bring our own AI?
Yes. The Omni AI Hub lets you bring your own AI model — including Microsoft, Google, IBM and Amazon engines — alongside UWXP, and reports on all of them in one place.
How often does Totalix Complete change?
One structured major release every quarter, with regular micro-releases in between. Customer feedback feeds every cycle, so the product improves constantly rather than only at quarter-end.
When is Totalix Complete available?
Totalix Complete 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 Complete 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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- 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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