Partner-sold at a fixed cost per agent per month, with general availability on December 1
WOODBRIDGE, Ontario, October 16, 2026 — Upstream Works, the contact center and customer experience (CX) software company with 25 years in CX, today announced that Totalix™, the Version 8 platform it launched on October 14, will be sold through its network of more than 50 partners. Totalix is a full omnichannel contact center that runs inside the business applications teams already use, at a fixed cost per agent per month. A new Totalix tenant is live in about a minute, with no engineering work, and Totalix Mobile extends Totalix to deskless, field and relationship roles beyond the contact center. Totalix opens to early adopters in November and reaches general availability on December 1, 2026.
Standing up a contact center is often still a project measured in months. Changing one usually takes a specialist and a service ticket, and new features can wait on a vendor’s roadmap. Totalix is designed to remove all three.
Under the new Totalix YOUR program, every customer on a three-year agreement can put forward one feature request a year. Within the program’s scope and terms, Upstream Works commits it to the roadmap and builds it at no charge.
“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. “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.”
Built for partners to sell and grow
Totalix will be sold through Upstream Works’ network of more than 50 partners: resellers, systems integrators, carriers, technology partners and expert advisors in the Catalyst network, supported by an enhanced partner program launched alongside the platform. Partners can resell Totalix or host it for their clients, and existing Upstream Works customers can move to Totalix when they are ready. Existing Upstream Works products are already offered on AWS Marketplace and through Cisco SolutionsPlus. The company is working to add Totalix to both soon, aims to follow with CRM app stores, and will keep expanding its routes to market.
Five editions on one platform
- Totalix Complete, the flagship: voice, digital channels, agentic AI, advanced routing, queuing, agent management, real-time reporting and deep analytics, with no external platform dependencies.
- Totalix for Cisco, for organizations running Cisco contact centers.
- Totalix Embedded, which puts the contact center inside any business application, from CRM and ERP to billing, case management and custom systems, so agents work in the screen they already use.
- Totalix Mobile, which brings agent-grade tools to deskless, field and relationship roles.
- Totalix for Amazon Connect, following in January 2027.
Customers’ own teams change routing, queues and workflows the same day, without a specialist or a service ticket. Next, Upstream Works is bringing prompt-based administration to Totalix, so administrators can describe a change in plain language and Totalix will prepare it for them to review and apply.
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 CCaaS platforms. Built on specialized small language models, it targets failure demand, which John Seddon and Vanguard Consulting put at 40–60% of contact center volume, 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. “Every edition runs on one platform. A customer can start with Totalix for Cisco or inside their business applications from December 1, or on Amazon Connect from January 2027, and move at their own pace.”
Pricing and availability
Totalix is priced at a fixed cost per agent per month on one platform, with no stitched-together modules. AI usage, call minutes, messaging and storage may carry usage charges, quoted in full. Totalix can be deployed as SaaS, Dedicated Hosted or Partner Hosted, with On-Premise available from January 2027.
Totalix opens to early adopters in November 2026, with general availability on December 1, 2026. Organizations can request a demo or join the waitlist, whose members are offered a 45-day trial, at upstreamworks.com or through an Upstream Works partner.
Totalix (toh-TAL-ix) takes its name from the Latin for “the whole.” Current Upstream Works products remain fully supported under existing agreements. Advanced Analytics and Reporting is now UW Insights, UW Assist is now UW Knowledge & Assist, and the award-winning AgentNow video solution keeps its name.
About Upstream Works
Upstream Works makes contact center and customer experience software, with 25 years in CX. Its platform, Totalix™, is a full omnichannel contact center that goes live in minutes and runs inside the business applications teams already use, in five editions: Totalix Complete, Totalix for Cisco, Totalix Embedded, Totalix Mobile and, from January 2027, Totalix for Amazon Connect. UWXP, its AI experience layer, runs on specialized small language models. The family also includes UW Knowledge & Assist, UW Insights and AgentNow. Upstream Works sells through more than 50 partners and is ISO 27001:2022, SOC 2 and HIPAA compliant. It is headquartered in Woodbridge, Ontario, Canada. Learn more at upstreamworks.com.
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