Upstream Works launches Totalix via partner network

Upstream Works has launched Version 8 of its platform, branded Totalix. The contact centre software will be sold through more than 50 partners.

Totalix is due to reach general availability on December 1 and will be priced at a fixed monthly cost per agent.

The launch marks a partner-led route to market for the latest version of Upstream Works' contact centre platform. Partners in its Catalyst network, including resellers, systems integrators, carriers, technology partners and advisers, will sell or host the product for customers.

Totalix is designed as a full omnichannel contact centre that runs inside the business applications teams already use. A new tenant can be set up in about a minute without engineering work, while customers' teams can change routing, queues and workflows the same day without relying on a specialist or service ticket.

The platform is being offered in several editions: Totalix Complete, Totalix for Cisco, Totalix Embedded and Totalix Mobile. A version for Amazon Connect is due later. Totalix Embedded is aimed at placing contact centre functions inside applications such as CRM, ERP, billing, case management and custom systems, while Totalix Mobile extends the software to deskless, field and relationship-based roles.

Partner focus

Existing customers can move to Totalix when they are ready. Upstream Works' current products are already offered on AWS Marketplace and through Cisco SolutionsPlus, and the company is seeking to add Totalix to those channels as well.

The vendor has also launched what it calls the YOUR programme. Under the model, customers on a three-year agreement can submit one feature request each year. Upstream Works says it will place that request on its roadmap and build it at no extra charge, within the programme's scope and terms.

Jeff Palmer outlined the commercial pitch at launch.

"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," Palmer added.

Platform design

The new platform brings together voice and digital channels, routing, queuing, agent management, reporting and analytics in one platform. It does not rely on stitched-together modules, although usage charges may still apply for AI, call minutes, messaging and storage.

Totalix can be deployed as software as a service, dedicated hosted or partner hosted. An on-premises option is expected to follow later.

Upstream Works also described a broader push to extend contact centre functions beyond traditional agent teams. Totalix Embedded is intended to place those tools into the software environments where customer work already happens, while Totalix Mobile is aimed at workers who are not desk-based.

That approach reflects a broader trend in customer service technology, as suppliers try to reduce the need for staff to switch between separate systems. By placing service tools inside existing business applications, vendors aim to simplify workflows for agents and other frontline employees.

The product also includes Upstream Works' UWXP AI layer. That layer runs natively inside Totalix and can also operate on other contact centre-as-a-service platforms.

According to Upstream Works, UWXP uses specialised small language models and includes functions such as drafted replies for agents, sentiment indicators and summaries of earlier customer sessions. The company is also preparing prompt-based administration tools that would let administrators describe changes in plain language for review and application.

Sean Snider said the company had built the platform to reduce the time and specialist input needed to make operational changes.

"We built Totalix so that changing your contact centre 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," Snider added.

Upstream Works, based in Woodbridge, Ontario, says it has operated in customer experience software for 25 years and sells through more than 50 partners.