Upstream Works Launches Totalix Contact Center Platform

Upstream Works has launched Totalix, an omnichannel contact center platform designed to run within the business applications employees already use.

Totalix will open to early adopters in November, ahead of general availability on December 1, 2026. Its mobile edition is intended for deskless, field and relationship-management roles.

The company is also introducing the Totalix YOUR program. Customers on three-year agreements can submit one feature request annually. Subject to the program’s scope and terms, Upstream Works will add the request to its roadmap and build it at no charge.

Jeff Palmer, Chief Revenue Officer at Upstream Works, said:

“Totalix goes live in minutes, runs inside the systems your teams already use, and it’s one fixed cost per agent per month. 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 distributed through resellers, systems integrators, carriers, technology partners and expert advisors in the Catalyst network. Partners will be able to resell the platform or host it for their clients.

Five editions on one platform

The Totalix lineup includes five editions. Totalix Complete, the flagship, includes voice and digital channels, agentic AI, advanced routing, queuing, agent management, real-time reporting and analytics. Other editions are designed for Cisco contact center customers, embedding contact center capabilities in business applications, and supporting mobile workers. Totalix for Amazon Connect is scheduled to follow in January 2027.

UWXP, Upstream Works’ AI experience layer, runs natively within Totalix and can also operate on other contact center as a service (CCaaS) platforms.

Sean Snider, Chief Operating Officer at Upstream Works, said:

“We built Totalix so that changing your contact center is something your own team does the same day, not a project”.

Pricing and availability

Totalix is offered at a fixed cost per agent per month. Deployment options include SaaS, Dedicated Hosted and Partner Hosted, with On-Premise availability planned for January 2027. Organizations can request a demo through the Upstream Works website or one of its partners.

Industry analysis

Totalix’s focus on rapid setup, in-application access and partner-led deployment reflects growing demand for contact center technology that can be introduced without a lengthy transformation project. Its fixed per-agent pricing may also appeal to buyers seeking more predictable costs, while the YOUR program gives customers a formal route to influence product development. The impact will depend on how the platform performs at scale and how clearly its editions differentiate from established CCaaS offerings.