Totalix™ · Features
Every capability. Every edition.
60 capabilities across channels, AI, supervision, reporting, routing and administration — and exactly when each one arrives in the edition you choose.
What does Totalix include, and when?
Every capability, in every edition, with a date: Totalix™ includes 60 capabilities across channels, contacts and history, AI, agent productivity, supervisor tools, dashboards and reporting, browser and mobile, agent-desktop embedding, integrations, queuing and routing, platform routing, administration and PBX features. Totalix Complete, Totalix for Cisco, Totalix Embedded and Totalix Mobile are available to early adopters from November 2026, with general availability on 1 December 2026; Totalix for Amazon Connect follows in January 2027. 42 capabilities — every digital channel, the conversation timeline, AI from UWXP, supervisor tools and reporting among them — are in every edition.
- 60capabilities across the platform
- 5editions, one code base
- 37+interface languages, left-to-right and right-to-left
- 42capabilities in every single edition
Release timeline
From early adopters to every edition.
November 2026
Early adopters
Early adopters start on Totalix Complete, Totalix for Cisco, Totalix Embedded and Totalix Mobile.
1 December 2026
General availability
Totalix Complete, Totalix for Cisco, Totalix Embedded and Totalix Mobile are generally available, on SaaS, Dedicated Hosted or Partner Hosted.
January 2027
Totalix for Amazon Connect
Totalix for Amazon Connect arrives, with cases and PBX extensions across the platform, and On-Premise deployment.
Five editions. Pick the one that fits how you run.
Every edition shares the same core. What changes is where it runs and who does the routing.
- Totalix CompleteFlagshipEnd-to-end CCaaS53 capabilitiesGA 1 Dec 2026
- Totalix for CiscoFinesse · UCCE, PCCE, WCCE · Webex CC46 capabilitiesGA 1 Dec 2026
- Totalix for Amazon ConnectNative edition44 capabilitiesJan 2027
- Totalix EmbeddedInside your apps54 capabilitiesGA 1 Dec 2026
- Totalix MobileMobile agents + in-app SDK53 capabilitiesGA 1 Dec 2026
Compare Totalix™ feature by feature.
Filter by edition to see exactly what you get. On Totalix for Cisco and Totalix for Amazon Connect, “Via …” means your existing platform delivers it and Totalix works alongside.
- At launch Early adopters from November 2026; general availability 1 December 2026
- Jan 2027 January 2027
- Via platform Delivered by your Cisco or Amazon Connect platform
| Capability | Totalix CompleteGA 1 Dec 2026 | Totalix for Cisco Cisco FinesseUCCE · PCCE · WCCEGA 1 Dec 2026 | Totalix for Cisco Webex Contact CenterCloud contact centerGA 1 Dec 2026 | Totalix for Amazon ConnectJan 2027 | Totalix EmbeddedGA 1 Dec 2026 | Totalix MobileGA 1 Dec 2026 |
|---|---|---|---|---|---|---|
| Every channelVoice and every digital channel in one agent workspace and one conversation timeline. | ||||||
| VoiceCalls handled in the same workspace as every digital channel. | At launch | Via Cisco CCE | Via Webex CC | Via Amazon Connect | At launch | At launch |
| ChatLive chat with customers, in the same conversation timeline as every other channel. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| EmailCustomer email, worked in the same workspace and timeline as every other channel. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| VideoMove to a video conversation when the issue needs to be seen, not described. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| SMS, MMS, WhatsApp and Facebook MessengerMessaging on the channels your customers already use. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Contacts and conversation historyKnow who the customer is and everything that has already happened, on every channel. | ||||||
| Contact displayWho the customer is, on screen as the conversation arrives. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Contact selectorFind and attach the right contact to any conversation. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Contact-reason taggingTag every interaction with why the customer got in touch. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Conversation timelineEvery interaction on every channel in one timeline per customer. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| CasesGroup related interactions into a case and follow it through to resolution. | Jan 2027 | Jan 2027 | Jan 2027 | Jan 2027 | Jan 2027 | Jan 2027 |
| AI in every conversationUWXP, the Upstream Works AI experience layer, runs natively inside every edition. | ||||||
| Voice transcriptionCalls transcribed to text alongside the conversation. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Real-time translationAutomatic translation inside the conversation, so agent and customer can each use their own language. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Agentic omnichannel bots (UWXP)AI agents that resolve requests across channels and hand over to a person with full context. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Agent Assist (UWXP)Suggested replies, live sentiment and conversation summaries beside every interaction. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Agent productivityA workspace each team can shape, in their own language, with the answers one click away. | ||||||
| Templates and knowledgeApproved responses and knowledge, one click from the conversation. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Media libraryShared images, documents and files, ready to send. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Configurable, responsive desktopLay the workspace out for each role; it adapts to any screen size. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Personal and shared address booksEach agent’s own contacts, plus directories the whole team shares. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Localized in 37+ languagesThe workspace in more than 37 languages. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Left-to-right and right-to-leftFull support for right-to-left languages as well as left-to-right. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| ThemingMatch the workspace to your brand. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| GDPR and WCAG by designPrivacy and accessibility built in from the first release. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Supervisor toolsSee every queue and every agent live, and step in the moment it matters. | ||||||
| Digital monitoring, silent monitoring and barge-inFollow live digital conversations, coach without being seen, and step in when needed. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Voice monitoring, silent monitoring and barge-inListen to live calls, coach without being heard, and join the call when needed. | At launch | Via Cisco CCE | Via Webex CC | Jan 2027 | At launch | At launch |
| Team views and agent state controlSee every agent’s state at a glance and change it from one view. | At launch | Via Cisco CCE | Via Webex CC | Jan 2027 | At launch | At launch |
| Queue viewer with reskillingWatch queues live and move agents’ skills to meet demand. | At launch | Via Cisco CCE | Via Webex CC | Jan 2027 | At launch | At launch |
| Supervisor alertsAlerts that tell supervisors when something needs attention. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Dashboards and reportingReal-time and historical views for agents and supervisors, plus usage reports ready for billing. | ||||||
| Agent real-time dashboardEach agent’s own performance, live. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Supervisor dashboards (UW Insights)Real-time and historical dashboards powered by UW Insights. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Contact-reason reportsWhy customers contact you, from the tags agents apply. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Digital usage reportsDigital-channel usage, reported for billing. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Voice usage reportsVoice usage, reported for billing. | At launch | Via Cisco CCE | Via Webex CC | Via Amazon Connect | At launch | At launch |
| Agent and skill activity reportsWhat each agent and each skill handled. | At launch | Via Cisco CCE | Via Webex CC | Via Amazon Connect | At launch | At launch |
| Agent sign-in and productivity reportsSign-in and sign-out, tasks processed and more. | At launch | Via Cisco CCE | Via Webex CC | Via Amazon Connect | At launch | At launch |
| Browser and mobileThe full workspace in a web browser, and native on mobile for agents and for your customers. | ||||||
| Native mobile appFor agents away from a desk, and for your customers inside your own apps. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Runs in the browserThe full agent workspace in a web browser. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Inside the agent desktop you already useTotalix runs inside the desktop your agents already have open. | ||||||
| Inside SalesforceThe agent workspace embedded in Salesforce. | Not offered | Not offered | Not offered | Not offered | At launch | Not offered |
| Inside Cisco FinesseEmbedded in Finesse for Cisco contact center enterprise agents. | Not offered | At launch | Not offered | Not offered | Not offered | Not offered |
| Inside Webex Contact CenterEmbedded for Webex Contact Center agents. | Not offered | Not offered | At launch | Not offered | Not offered | Not offered |
| Inside Amazon ConnectEmbedded for Amazon Connect agents. | Not offered | Not offered | Not offered | Jan 2027 | Not offered | Not offered |
| IntegrationsBring your own systems and data into the conversation. | ||||||
| Data chipsCustomer data from your business systems, surfaced in the conversation. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Screen popsThe right record opens as the contact arrives. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| GadgetsAdd your own tools as panels in the workspace. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Custom functionsExtend the workspace with your own actions. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Queuing and routingBuilt-in queuing and routing in Totalix Complete, Embedded and Mobile. | ||||||
| Queues and overflowsQueues with overflow, so no contact waits longer than it should. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Advanced attribute-based routingMatch each contact to the right agent by the attributes that matter to you. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Scripted flowsDesign routing and self-service flows visually. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Callback from queueCustomers can ask for a call back instead of waiting on hold. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Critical call supportPriority handling for urgent, high-stakes calls. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Visual queue for voiceSee waiting calls and pick the right one. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Visual queue for digital channelsSee waiting digital conversations and pick the right one. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Multi-agent task offeringOffer a task to several agents at once. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Sequenced callingRing people in a defined order. | At launch | Not offered | Not offered | Not offered | At launch | At launch |
| Your platform’s routing, keptOn Cisco and Amazon Connect, the routing you have already invested in stays in charge. | ||||||
| Cisco contact center enterprise routingYour UCCE, PCCE or Webex CCE routing and business rules stay in place. | Not offered | Via Cisco CCE | Not offered | Not offered | Not offered | Not offered |
| Webex Contact Center routingYour Webex Contact Center routing stays in place. | Not offered | Not offered | Via Webex CC | Not offered | Not offered | Not offered |
| Amazon Connect routingYour Amazon Connect flows and routing stay in place. | Not offered | Not offered | Not offered | Via Amazon Connect | Not offered | Not offered |
| Administration and governanceEvery change controlled, permissioned and recorded. | ||||||
| Audit log of every configuration changeWho changed what, and when. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Admin console on tablet or browserAdminister the platform from a browser or a tablet. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| Configurable roles and access controlDecide exactly who can see and change what. | At launch | At launch | At launch | Jan 2027 | At launch | At launch |
| PBX featuresTelephony features for the people who need more than a contact center. | ||||||
| PBX extensionsExtension numbers for your people. | Jan 2027 | Not offered | Not offered | Not offered | Jan 2027 | Jan 2027 |
Availability reflects the current Totalix release plan and may change. Additional capabilities are on the roadmap — ask us about yours, or put one forward through the YOUR program.
Questions about Totalix features.
When is Totalix available?
Early adopters start in November 2026 and general availability is 1 December 2026 for Totalix Complete, Totalix for Cisco, Totalix Embedded and Totalix Mobile. Totalix for Amazon Connect follows in January 2027.
Which channels does Totalix support?
Voice, chat, email, video and SMS, MMS, WhatsApp and Facebook Messenger, in one agent workspace and one conversation timeline. On Cisco and Amazon Connect, voice is delivered by your existing platform and Totalix adds the digital channels beside it.
Does Totalix include AI?
Yes. Voice transcription, real-time translation, agentic omnichannel bots (UWXP) and Agent Assist (UWXP) are part of every edition. UWXP, the Upstream Works AI experience layer, runs natively inside Totalix.
What is the difference between Totalix Complete and Totalix for Cisco?
Totalix Complete is a full contact center with its own queuing and routing — queues and overflows, attribute-based routing, scripted flows, callback from queue and more. Totalix for Cisco keeps your Cisco routing (UCCE, PCCE, Webex CCE or Webex Contact Center) in charge and adds the Totalix agent workspace, digital channels, AI and reporting on top.
What is the difference between Totalix for Cisco on Cisco Finesse and on Webex Contact Center?
Both are Totalix for Cisco and share the same agent workspace, digital channels, AI and reporting. On Cisco Finesse (UCCE, PCCE and WCCE) Totalix runs inside Cisco Finesse and your Cisco contact center enterprise routing stays in charge; on Webex Contact Center it runs inside Webex Contact Center and Webex Contact Center routing stays in charge. In both, voice, voice monitoring, team and queue views, and voice and agent activity reporting come from the Cisco platform.
What arrives in January 2027?
Totalix for Amazon Connect; cases and PBX extensions across the platform; and On-Premise deployment.
Can I compare Totalix editions feature by feature?
Yes. The Totalix feature comparison lists every capability by edition, with the month it is available: at launch (early adopters November 2026, general availability 1 December 2026) or January 2027.
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