Upstream Works Launches Totalix Contact Center

Upstream Works, a contact center and customer experience (CX) software company, has released Totalix, the Version 8 full omnichannel contact center platform that runs inside the business applications teams already use. Totalix Mobile extends Totalix to deskless, field, and relationship roles beyond the contact center.

"Totalix goes live in minutes, runs inside the systems your teams already use, and it's one fixed cost per agent per month," said Jeff Palmer, chief revenue officer at Upstream Works, in a statement. "We're taking it to market through our partners. And with the YOUR program, our customers don't just use our roadmap, they help write it."

Totalix will be sold through Upstream Works' network of more than 50 resellers, systems integrators, carriers, technology partners and expert advisors in the Catalyst network. It comes in five editions: Totalix Complete, Totalix for Cisco, Totalix Embedded, Totalix Mobile, and Totalix for Amazon Connect.

Customers' own teams change routing, queues and workflows the same day, with plain language prompt-based administration. Agent Assistant drafts replies for agents to insert or send, with empathetic, neutral, and firm options alongside live sentiment and an AI summary of each customer's earlier sessions.

UWXP, the Upstream Works AI experience layer, runs natively inside Totalix and also stands alone on other cloud contact center platforms. Built on specialized small language models, it targets failure demand and delivers agentic self-service with instant escalation to a skilled human agent.

"We built Totalix so that changing your contact center is something your own team does the same day, not a project," said Sean Snider, chief operating officer at Upstream Works, in a statement.