{"id":18398,"date":"2026-04-27T13:25:20","date_gmt":"2026-04-27T13:25:20","guid":{"rendered":"https:\/\/www.europesays.com\/ai\/18398\/"},"modified":"2026-04-27T13:25:20","modified_gmt":"2026-04-27T13:25:20","slug":"connectwise-advances-ai-leadership-with-agentic-ai","status":"publish","type":"post","link":"https:\/\/www.europesays.com\/ai\/18398\/","title":{"rendered":"ConnectWise Advances AI Leadership with Agentic AI"},"content":{"rendered":"

TAMPA, Fla., April 27, 2026 (GLOBE NEWSWIRE) — ConnectWise today announced the continued expansion of zofiQ, its AI-powered platform for managed service providers (MSPs) and IT teams, with early partners reporting substantial operational improvements through automation and autonomous execution.<\/p>\n

Organizations already using zofiQ are seeing measurable results across service delivery:<\/p>\n

\u201cWe have seen an 86% reduction in escalations since integrating zofiQ within the ConnectWise Platform.\u201d
\u2014 Zohaib Javid, Service Desk Team Lead, Fusion Computing<\/p>\n

\u201cWith zofiQ running on ConnectWise PSA, it feels like we added two extra analysts to our team, without hiring. Productivity, response times, and ticket quality have all noticeably improved.\u201d
\u2014 Mike Pearlstein, Founder & CEO, Fusion Computing<\/p>\n

These results reflect a broader shift in how IT service organizations are leveraging AI\u2014not just for recommendations, but to drive outcomes through execution.<\/p>\n

From Insights to Action<\/p>\n

As AI adoption accelerates, many IT teams remain constrained by tools that provide insight without action. ConnectWise is advancing a more complete approach\u2014embedding intelligence directly into core workflows that enable systems to turn insights into outcomes.<\/p>\n

zofiQ builds on AI assistant capabilities and extends them into autonomous service execution. Operating natively within the ConnectWise platform, it automates repetitive workflows such as ticket triage, routing, and administrative tasks, while continuously improving performance based on real service data.<\/p>\n

\u201cSince implementing zofiQ, our team has dramatically reduced escalations and improved technician confidence. It\u2019s become the operational heartbeat of our service desk.\u201d
\u2014 Dan Olson, CEO, Peak Global Solutions<\/p>\n

A key component of this system is the Oversight Agent, which introduces governance and accountability into AI-driven operations. It continuously monitors tickets, SLAs, and agent activity\u2014proactively identifying risks, flagging inconsistencies, and ensuring service standards are maintained.<\/p>\n

Driving Measurable Operational Impact<\/p>\n

By combining assistants, autonomous agents, and oversight into a unified system, zofiQ enables MSPs and IT teams to:<\/p>\n

Reduce Tier 1 and Tier 2 escalationsAccelerate resolution times across high-volume environmentsIncrease service capacity without additional costImprove consistency and service qualityFree up technical resources for higher-value work <\/p>\n

AI Where the Work Happens<\/p>\n

Unlike standalone AI tools, zofiQ is embedded directly within the PSA environment\u2014where service work occurs. This allows organizations to:<\/p>\n

Automatically triage and route incoming service requestsMonitor SLA performance and proactively flag risksExecute closed-loop workflows from intake through resolutionSurface contextual insights from historical ticket dataIdentify trends, recurring issues, and customer sentiment <\/p>\n

\u201cThe auto triage has been amazing\u2014it\u2019s a game changer. We\u2019re saving hours every day. The company assignment agent alone saved us 30+ hours of Microsoft configuration work.\u201d
\u2014 Sam Gridley, CEO, Intech Hawaii<\/p>\n

A New Model for IT Operations<\/p>\n

ConnectWise sees this evolution from assistive AI to autonomous execution with oversight as a foundational shift for MSPs and IT teams.<\/p>\n

\u201cMSPs don\u2019t need more AI that merely makes suggestions\u2014they need systems that can actually do the work,\u201d said Lee Silverstone, SVP, Product AI Platform at ConnectWise. \u201cWith zofiQ, we\u2019re building on AI assistants and extending their value into execution, bringing automation directly into service operations where it can drive measurable outcomes.\u201d<\/p>\n

\u201cAI delivers the most value when it combines insights with action,\u201d added David Raissipour, Chief Product and Technology Officer at ConnectWise. \u201cBy bringing assistants, agents, and oversight together in a unified and orchestrated system, we\u2019re enabling organizations to scale efficiently while maintaining control and accountability.\u201d<\/p>\n

With built-in oversight and continuous optimization, this model enables organizations to move from reactive service delivery to systems that continuously improve and scale business outcomes.<\/p>\n

About ConnectWise
ConnectWise is the leading software and services platform dedicated to the success of IT solution providers. For more than 40 years, ConnectWise has helped partners sustain and grow their businesses by simplifying operations, enhancing service delivery, and enabling scalable business models. Trusted by IT providers worldwide, the ConnectWise platform brings together PSA, RMM, cybersecurity, and data protection with advanced automation and AI-driven capabilities\u2014including emerging agentic AI innovations\u2014to help partners operate more efficiently and respond to complexity at scale. By combining intelligent automation with an open ecosystem of integrations, ConnectWise enables providers to proactively manage, secure, and support their clients with greater speed, accuracy, and confidence. With a relentless focus on innovation and partner success, ConnectWise is transforming how IT solution providers operate and grow. Learn more at connectwise.com.<\/p>\n

Media Contact
Keith Giannini
Inkhouse for ConnectWise
connectwise@inkhouse.com<\/a><\/p>\n

\"\"<\/p>\n","protected":false},"excerpt":{"rendered":"TAMPA, Fla., April 27, 2026 (GLOBE NEWSWIRE) — ConnectWise today announced the continued expansion of zofiQ, its AI-powered…\n","protected":false},"author":2,"featured_media":18399,"comment_status":"","ping_status":"","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6],"tags":[179,7493,24,13245,829,13247,13246],"class_list":{"0":"post-18398","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-agentic-ai","8":"tag-agentic-ai","9":"tag-agentic-artificial-intelligence","10":"tag-ai","11":"tag-connectwise","12":"tag-inc","13":"tag-msps","14":"tag-zofiq"},"_links":{"self":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/18398","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/comments?post=18398"}],"version-history":[{"count":0,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/posts\/18398\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media\/18399"}],"wp:attachment":[{"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/media?parent=18398"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/categories?post=18398"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.europesays.com\/ai\/wp-json\/wp\/v2\/tags?post=18398"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}