ConnectWise Launches AI-Native Platform for MSPs
The company claims its unified approach can cut ticket handling time by 45% and reduce volume by up to 40% through automation.
ConnectWise has unveiled a new operational platform designed to help managed service providers transition from reactive support models to what the company calls "Predictive IT." The ConnectWise Platform integrates professional services automation, remote monitoring and management, security tools, and agentic AI into a single system.
The Tampa-based IT management software company is positioning the platform as an alternative to scaling through additional headcount, instead enabling MSPs to automate routine support tasks. According to CEO Manny Rivelo, the goal is to move partners "from reactive support to predictive intelligence" by unifying previously disconnected systems.
Performance claims based on internal modeling
ConnectWise released benchmark projections based on a model MSP generating approximately $3 million in annual managed services revenue. The company's own research suggests adopters could reduce ticket handling time by 45%, decrease ticket volume by 30% to 40% through automation and remediation, prevent 80% to 90% of repeat issues, and gain five to 12 margin points through expanded capacity. These figures have not been independently verified.
The platform bundles PSA and service operations, RMM and endpoint telemetry, cybersecurity operations, native agentic execution, AI assistants, workflow automation, intelligent remediation, operational intelligence, and third-party integrations. ConnectWise emphasized that its platform was purpose-built for MSP workflows rather than assembled through acquisitions—a pointed reference to competitors in the space.
Why it matters
MSPs face persistent pressure to deliver faster response times and broader service coverage without proportional increases in staff. If ConnectWise's automation claims hold up in production environments, the platform could reshape how mid-market MSPs approach capacity planning and service delivery economics. The shift from labor-intensive scaling to AI-augmented operations represents a fundamental change in the MSP business model, with implications for both profitability and competitive positioning.
Focusing on "Phase 2" automation
ConnectWise describes its current focus as "Phase 2"—deploying copilots and automation to execute workflows—rather than promising fully autonomous operations. The company positions complete autonomy as a later stage, suggesting a pragmatic approach to AI deployment that prioritizes augmentation over replacement.
This is not ConnectWise's first automation initiative. The company added robotic process automation and AI security tooling for partners in November 2023. Private equity firm Thoma Bravo acquired ConnectWise in 2019 in a transaction valued at approximately $1.5 billion.
Nick Heddy, president and chief commerce officer at cloud commerce company Pax8, said in the announcement that MSPs require platforms that create leverage rather than adding more disconnected tools, and that a unified foundation would accelerate AI operationalization across the channel.
General availability of the ConnectWise Platform is scheduled for the end of June. Details on pricing and migration paths for existing customers were not disclosed in the announcement.
These details were first reported by SiliconANGLE.
This is an original analysis by the Omega editorial team. Source reporting: Automation Watch.
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