Upstream Works launches Totalix contact centre platform

Upstream Works has launched Totalix, a new contact centre platform that it will sell through a partner network of more than 50 organisations.

The latest version of the Canadian software company's platform is designed to run inside the business applications already used by customer service teams. New tenants can be activated in about a minute, and the product is offered at a fixed monthly price per agent.

The launch marks a shift in how Upstream Works plans to distribute its software. Rather than relying on direct sales alone, it will route Totalix through resellers, systems integrators, carriers, technology partners and advisers in its Catalyst network.

Partners can either resell the software or host it for their own clients. Existing customers using earlier Upstream Works products will also be able to move to Totalix when they choose.

Five editions

The platform is being introduced in five editions for different customer requirements: Totalix Complete, Totalix for Cisco, Totalix Embedded, Totalix Mobile and Totalix for Amazon Connect.

Totalix Complete includes voice and digital channels, routing, queuing, agent management, reporting and analytics on a single platform. Totalix for Cisco is aimed at organisations already using Cisco contact centre systems, while Totalix Embedded is designed to place contact centre functions inside software such as CRM, ERP, billing and case management systems.

Totalix Mobile extends the software to workers beyond conventional contact centre desks, including those in field and relationship roles. A version for Amazon Connect will follow after the initial release.

Customers' internal teams will be able to change routing, queues and workflows on the same day without specialist intervention or service tickets. Upstream Works is also preparing prompt-based administration, which would let administrators describe changes in plain language for review before applying them.

AI layer

Upstream Works is also using the launch to expand its AI software within the new platform. Agent Assistant drafts responses for agents, offering empathetic, neutral and firm options, alongside sentiment tracking and AI-generated summaries of earlier customer sessions.

Its UWXP AI layer runs inside Totalix and is also available separately on other contact centre platforms. The system is built on specialised small language models and is intended to address failure demand in contact centres while offering self-service with escalation to human agents.

A new customer programme is also tied to the launch. Under the Totalix YOUR programme, customers on three-year agreements can submit one feature request each year, which Upstream Works said it will place on the roadmap and build at no additional charge if it falls within the programme's scope and terms.

Jeff Palmer, Chief Revenue Officer at Upstream Works, said the combination of deployment speed, fixed pricing and partner distribution was central to the launch. "Totalix goes live in minutes, runs inside the systems your teams already use, and it's one fixed cost per agent per month," Palmer said.

He added: "We're taking it to market through our partners. And with the YOUR programme, our customers don't just use our roadmap, they help write it."

Routes to market

Upstream Works already offers its existing products through AWS Marketplace and Cisco SolutionsPlus. It is working to add Totalix to both and then expand to CRM app stores.

The software will be available as SaaS, dedicated hosted and partner-hosted deployments, with an on-premises option to follow later. AI usage, call minutes, messaging and storage may carry additional charges beyond the base per-agent fee.

Sean Snider, Chief Operating Officer at Upstream Works, said the platform was built to reduce dependence on external specialists for routine operational changes. "We built Totalix so that changing your contact centre is something your own team does the same day, not a project," Snider said.

He added: "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."