Canadian software firm Upstream Works introduced Totalix, its latest contact centre solution, which will be distributed via over 50 partner organizations. This platform integrates directly with existing customer service tools, enabling businesses to activate new instances within roughly a minute.
Upstream Works will charge a set monthly fee for each agent, indicating a change in its software distribution strategy. Instead of depending solely on direct sales, the company will deliver Totalix through resellers, systems integrators, carriers, technology partners, and advisers within its Catalyst network.
Platform Editions
Totalix 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 targets organizations already employing Cisco contact centre systems, while Totalix Embedded integrates contact centre capabilities into software like CRM, ERP, billing, and case management systems. Totalix Mobile expands the software to workers outside typical contact centre environments.
Administration and AI
Internal teams can adjust routing, queues, and workflows the same day without requiring specialists or creating service tickets. Upstream Works is also developing prompt-based administration, enabling administrators to specify changes in simple language for review before implementation.
The company is also leveraging the launch to broaden its AI software within the new platform. Agent Assistant generates response drafts for agents, providing empathetic, neutral, and firm options, along with sentiment tracking and AI-generated summaries of previous customer interactions.
Jeff Palmer, Upstream Works’ Chief Revenue Officer, emphasized that deployment speed, fixed pricing, and partner distribution were key aspects of 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 stated.
Sean Snider, Chief Operating Officer at Upstream Works, says 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.
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. Upstream Works will provide these services through its partner network, ensuring that customers have access to a range of options to meet their needs.