Information technology management software company ConnectWise Inc. today launched the ConnectWise Platform, a new operational platform for managed service providers that the company is positioning as the centerpiece of a strategy it calls “Predictive IT.”

ConnectWise is pitching the platform as a way for MSPs to hand routine support work to artificial intelligence rather than add staff to keep up. The company says it’s concentrating on what it calls Phase 2, using copilots and automation to run workflows. It’s not promising fully autonomous operations yet and describes that as a later stage.

To make the case, the company released benchmark modeling based on a representative MSP with roughly $3 million in annual managed services revenue. According to that modeling, MSPs adopting AI today can cut ticket handling time by 45%, reduce ticket volume by 30% to 40% through automation and remediation, prevent 80% to 90% of repeat issues, and add five to 12 points of margin through expanded capacity. The figures come from ConnectWise’s own research rather than independent analysis.

“For decades, MSPs and IT teams have been forced to scale through labor-intensive operations and disconnected systems,” said Chief Executive Manny Rivelo. The company is integrating professional services automation, remote monitoring and management, security, automation and agentic AI into one platform, he said, to move partners “from reactive support to predictive intelligence.”

ConnectWise took aim at rival platforms it said were stitched together through acquisitions, arguing its own product was built on shared operational data and was designed for MSP work from the start.

Nick Heddy, president and chief commerce officer at cloud commerce company Pax8 Inc., said in the announcement that MSPs need platforms that create leverage rather than more tools and that a unified foundation would help the channel operationalize AI faster.

The ConnectWise Platform integrates PSA and service operations, RMM and endpoint telemetry, cybersecurity operations, native agentic execution and AI assistants, workflow automation, intelligent remediation, operational intelligence and third-party integrations.

It is not the company’s first push into automation. ConnectWise added robotic process automation and AI security tooling for partners in November 2023.

Private equity firm Thoma Bravo LLC bought ConnectWise in 2019 in a deal estimated at $1.5 billion. The company is based in Tampa, Florida.

General availability is set for the end of June.

Image: ConnectWise