Totalix™ Complete product demo: the full omnichannel agent desktop

Introducing Totalix Complete. A new generation, standalone omnichannel contact center solution from Upstream Works. Built around a modern, intuitive agent experience, it brings customer interactions and everyday workflows together in one place.

From the moment an interaction arrives, agents have the customer information and context they need, without constantly switching between applications. As conversations unfold, real-time transcription captures the interaction, while intelligent, AI-powered suggestions provide timely guidance. Helping agents respond with greater confidence, accuracy and consistency, without disrupting the natural flow of the conversation.

Customer information is seamlessly connected through CRM integrations, bringing valuable context directly into the agent's workspace and making it easier to access the information needed to support each customer. And when additional expertise is needed, transferring a conversation is straightforward, helping customers connect with the right person quickly and with minimal effort.

UW Knowledge & Assist brings customer sentiment, conversation summaries and relevant information together, making it easier to understand each interaction and provide more informed support.

That same intuitive experience extends naturally to email. Incoming work is presented within the familiar Totalix workspace, creating a consistent experience across different types of customer interaction. Intelligent assistance helps agents compose their replies, with suggested responses and alternative wording available to reduce effort and improve consistency.

Across digital conversations, agents benefit from the same intelligent assistance and access to relevant knowledge. As a conversation develops, suggested responses help agents communicate clearly and keep interactions moving, while relevant knowledge articles bring useful information directly into the workspace. Rather than searching through separate systems, agents can quickly review guidance that relates to the customer's query. This helps them provide accurate answers, resolve questions more efficiently and deliver a consistent level of support, whatever the channel.

When a more personal connection is needed, AgentNow provides a faster, more responsive video experience, seamlessly integrated with Totalix Complete. Bringing customers and agents together in a natural, engaging way, while keeping the tools and information they need close at hand. Conversations are captured as they unfold, and agents can move naturally between video and chat as the interaction requires.

Totalix Complete provides an intuitive desktop, designed around the way agents work. Every element has been carefully considered, creating a clearer, more organized workspace that's easy to navigate, personalize and use throughout the working day. By reducing unnecessary complexity, Totalix allows agents to spend less time navigating software and more time focusing on what matters most: the customer.

Agents also have access to UW Insights, which brings their performance into focus. With reporting across channels and agent activity, it helps each agent understand how they have performed, identify key trends and gain a clearer picture of the customer experience.