Upstream Works Software

Upstream Works makes contact center and customer experience software, with 25+ years in CX. We work with 50+ partners, including resellers, carriers, systems integrators and Catalyst advisors.

Our products

Totalix™ is Version 8 of the Upstream Works platform: one omnichannel contact center, designed to go live in minutes, in five editions: • Totalix Complete, the full contact center • Totalix for Cisco, alongside an existing Cisco or Webex contact center • Totalix Embedded, inside business applications such as Salesforce, Dynamics 365 and ServiceNow • Totalix Mobile, for field and remote teams • Totalix for Amazon Connect, coming early 2027 Editions run as SaaS, Dedicated Hosted or Partner Hosted, with On-Premise to follow.

The YOUR program: don't just use our roadmap, help write it. On a three-year Totalix agreement, you get one feature request a year, committed to our roadmap and, within the program's scope, built at no charge. Program terms and feature-size limits apply.

UWXP is our AI experience layer. It reasons over why customers contact you and runs natively inside Totalix or on its own.

UW Knowledge & Assist (formerly UW Assist) gives agents, employees and customers answers from one knowledge base.

UW Insights (formerly Advanced Analytics and Reporting) covers reporting and analytics.

AgentNow is a separate Upstream Works product for video engagement and co-browsing, already chosen by customers such as United Airlines.

The DREAM workshop is a facilitated AI and CX strategy session for CX leaders.

For existing customers

Your current products stay fully supported under your existing agreements, and you move to Totalix when you are ready, at your own pace.

Who we serve

Service teams in travel and hospitality, financial services, healthcare, government, retail, and utilities and telecom, in North America, the UK, Ireland and the Middle East.

Book a demo at upstreamworks.com/demo or find a partner at upstreamworks.com/partners