Totalix™ edition
Totalix™ Embedded
Inside Salesforce, Dynamics, ServiceNow, Pega, Epic, SAP, Jack Henry, Halo, Zendesk — or a custom business application.
Who is Totalix Embedded for?
Totalix Embedded is for teams who live in their CRM or business application and don’t want another screen. Inside Salesforce, Dynamics, ServiceNow, Pega, Epic, SAP, Jack Henry, Halo, Zendesk — or a custom business application. Early adopters from November 2026; generally available 1 December 2026.
- Embedded in the application your people already use
- Lives in the workspace your people already have open — no second screen, no swivel-chair
- Screen pop, click-to-dial and real-time data exchange
Totalix™ Embedded puts the whole contact-center capability — channels, AI assistance, knowledge and reporting — inside the business application your people already work in: Salesforce, Microsoft Dynamics 365, ServiceNow, Pega, Epic, SAP, Jack Henry, Halo, Zendesk and others, or an application you built yourselves.
There is no second screen to learn. Screen pop, click-to-dial and real-time data exchange bring the customer record and the conversation together, so agents and the frontline teams beyond the contact center resolve more on the first contact.
It is also the natural home for the teams outside the contact center who serve customers from a CRM or business application every day.
See Totalix™ Embedded in Salesforce.
The Totalix panel inside the Salesforce Service Console: the task, the conversation and the AI assistance sit on the contact record your agent already has open.
Can embed into
Your contact center, inside the application your business already runs on.
Totalix™ Embedded is built to sit inside the system of record, not beside it. Every channel, AI assistance, knowledge and real-time reporting arrive in the workspace your agents and frontline teams already have open — so the customer record and the conversation are never on two screens.
CRM and service
- Salesforce
- Microsoft Dynamics 365
- ServiceNow
- Zendesk
- Halo
Industry and enterprise platforms
- Pega
- Epic
- SAP
- Jack Henry
Your own
- Custom and in-house business applications
Built your own? If your business runs on an application you built yourselves, Totalix Embedded goes inside it too — the full contact center in the screens your team designed, not in a window bolted on alongside.
- The full platform, not a connector. Channels, Agent Assist, knowledge, supervision and reporting all come with it.
- Context both ways. Screen pop when a contact arrives, click-to-dial out, and data exchanged with the record in real time.
- Running in Salesforce today. See it in the Service Console above.
- One core underneath. The same Totalix as every other edition: SaaS, Dedicated Hosted, Partner Hosted, or On-Premise from January 2027.
Don’t see your business application? Send us a message with the application your teams work in, and we’ll look at bringing Totalix Embedded into it for you.
Ask about your applicationThird-party product names are trademarks of their respective owners and are used here only to identify the applications Totalix Embedded can run inside.
What’s in it
Everything in Totalix Embedded.
54 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
Inside the agent desktop you already use
Totalix runs inside the desktop your agents already have open.
- Inside Salesforce The agent workspace embedded in Salesforce.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
Compare every feature, edition by edition →
Other editions: Complete · for Cisco · for Amazon Connect · 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 EmbeddedFlagship
Inside Salesforce, Dynamics, ServiceNow, Pega, Epic, SAP, Jack Henry, Halo, Zendesk — or a custom business application.
Best for: teams who live in their CRM or business application and don’t want another screen.
Request a demo — Totalix EmbeddedQuestions about Totalix Embedded.
Which applications does Totalix Embedded run inside?
Salesforce, Microsoft Dynamics 365, ServiceNow, Pega, Epic, SAP, Jack Henry, Halo, Zendesk, other business applications — and your own custom application. If yours is not listed, ask us about it. If your team works in it all day, the contact center can live there too.
Is Totalix Embedded just a CTI connector?
No. Totalix™ Embedded carries the full platform — every channel, AI Agent Assist, knowledge and reporting — into the application, with screen pop, click-to-dial and real-time data exchange as the plumbing rather than the product.
Where do we buy Totalix Embedded?
Direct from Upstream Works, or through one of our 50+ partners.
When is Totalix Embedded available?
Totalix Embedded 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
See Totalix Embedded inside your application.
Tell us where your team works and what the contact center needs to do there. We’ll build the demo around your application and bring an engineer who knows it.
- A live tenant, not a slide deck
- Built around the application your team works in
- 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.
See Totalix Embedded inside your application
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