As MSPs face rising ticket volumes, shrinking talent pools, and pressure to boost service outcomes, ConnectWise is doubling down on its AI strategy with the acquisition of zofiQ, an agentic AI company that automates high‑volume service desk operations.
The acquisition will bring zofiQ’s agents into the ConnectWise ecosystem. MSP partners will be able to access them directly within the ConnectWise PSA workflows to automate triage, routing, documentation, resolution steps, and ongoing process optimization.
“We built zofiQ for MSP service desks where scale, speed, and service quality matter every minute,” said zofiQ CEO Lee Silverstone said in a prepared statement. “The future of service delivery isn’t AI that just makes suggestions. It’s AI that takes action inside the workflow with humans overseeing and guiding fleets of autonomous agents to deliver real outcomes at scale. With ConnectWise’s investment and platform reach, we’re accelerating the zofiQ roadmap and expanding what’s possible for partners, delivering faster innovation, deeper integrations, and greater impact across the tools they rely on every day.”
CEO Manny Rivelo and Chief Product and Technology Officer David Raissipour recently chatted with ChannelPro. They explained why the acquisition matters, what joint partners have already seen from the combined approach, and how it fits ConnectWise’s long‑term platform strategy.
Why zofiQ and Why Now?
ConnectWise’s acquisition of zofiQ was the result of months of focused evaluation across the AI landscape, Rivelo shared. The company knew AI had to play a central role in its long‑term vision. However, it was challenging to find a solution that aligned with MSP realities for accuracy, scalability, and adoption.
Manny Rivelo
“We kissed a lot of frogs,” Rivelo said. Many tools either required too much engineering effort, didn’t scale well for MSP environments, or lacked the low‑friction deployment ConnectWise considers essential for partners.
What set zofiQ apart, he said, was how closely its approach aligned with ConnectWise’s own roadmap around data, workflows, PSA, RMM, and AI. “When we started talking to zofiQ, it had the social proof, partners were getting the value … the approach and the way it was building, the agentic capabilities all were in line with the way [Raissipour] and his team were moving,” Rivelo said. “There was good alignment in vision and strategy.”
Raissipour added that the timing was right. The ConnectWise engineering organization had already laid much of the groundwork required for more advanced AI‑driven automation, which positioned the company to integrate and accelerate zofiQ’s work quickly. “It really was the right company at the right time with the right strategy and the right approach,” he said.
zofiQ by the Numbers
- 20% increase in endpoints managed per technician
- 50% reduction in reactive hours
- Up to 30% margin improvement for MSPs
- 2–3 hours saved per technician per day
- 5–10 minutes saved per ticket
- 90–97% accuracy in triage and classification
Roadmap Highlights
- Will serve as a horizontal agentic layer across PSA, RMM, cybersecurity, and data protection
- Extending across the open ecosystem for third‑party integrations
Real‑World Example
zofiQ integrates with legacy and SaaS systems using APIs, connectors, and event‑based triggers. It ingests telemetry, ticketing, and monitoring data to power anomaly detection, ticket classification, prioritization, root‑cause suggestions, and automated remediation—delivered directly inside technician workflows.
Agentic AI Built for MSP Realities
Unlike generic AI solutions — or “LLM wrappers,” as Raissipour called them — zofiQ builds models trained on the specific workflows, documentation habits, tools, and customer nuances of each MSP.
“LLMs don’t know the unique needs of a specific business or a specific MSP,” he said. “They don’t know the escalation path, how they resolve their tickets, their IT environment, or security tools. It just has a limit to what it can do. Meanwhile, folks who build models specifically for a business will get to a much higher level of accuracy.”
In that vein, Rivelo said ConnectWise and zofiQ’s joint customers have had tangible outcomes across a range of use cases and maturity levels. Early adopters reported that agentic capabilities like ticket triage and classification deliver accuracy in the high 90th percentile, Rivelo said. That is “better than humans at times,” he added.
In addition, improvements in technician efficiency were reported to be able to support 20% more endpoints while saving hours, Rivelo noted. “That yields more productivity, more efficiency, and better bottom line.”
The technology has produced measurable value, even if MSPs track that value in different ways depending on their workflows and how aggressively they’re adopting AI, he added.
Low‑friction Deployment Is the Real Breakthrough
One of the reasons ConnectWise sees mass‑market potential is how quickly MSPs can adopt the technology.
“If we can ingest [PSA] information, use that to train the AI agents to do what the humans were doing and turn that around in hours or days … that’s part of the value,” Rivelo said. “We now have a set of technology that not only has great accuracy and business impact, but on top of that, it’s low friction.”
This model contrasts sharply with traditional automation, which often requires expensive engineers to build and maintain workflows.
Better Outcomes, Not Just Efficiency
While many MSPs focus first on efficiency gains, quality customer service is an equally important outcome. For smaller MSPs, that consistency can be a competitive equalizer.
“It’s about the quality of the service, the SLA, the consistency, the repeatability, and the auditability of that service,” Raissipour emphasized. “The agents are, dare I say, better than when people do it,” he admitted. “They don’t have an off day, and they don’t take Christmas morning off. Everything that they do is well-documented consistently in a structured way. It creates a shorter SLA time.
“It creates this consistency and quality of service. Whether you have 100 technicians or five technicians, it sets you apart from every other five‑person organization that doesn’t have the same SLA and the quality of service and repeatability.”
Building Confidence in Autonomous AI
As MSPs explore agentic AI, start cautiously, Rivelo recommended. This lets teams build trust before handing off full processes. “You could apply your business logic … and over time, you’ll see what the recommendation was versus how you resolved it,” he said. “Put your toes in the water, and over time, you graduate from that.”
Raissipour added that transparency improves rather than declines with AI. “People don’t document their thought patterns. Tools do. It actually has better visibility and traceability than when people do it,” he noted. Because every action is logged, MSPs can audit decisions, correct missteps, and watch accuracy improve as the system adapts to behavior changes, customer profiles, and urgency or sentiment cues.
ConnectWise’s Intelligent Platform Vision
David Raissipour
The zofiQ acquisition fits ConnectWise’s long‑term platform strategy Rivelo and Raissipour have been shaping since joining the company. Their goal is a unified environment where data, workflows, and intelligence combine to enable higher‑quality service with less operational friction.
“Our vision is simple,” Rivelo said. “We’re building a platform so we could have all the intelligence and all the data in one place. And we’re putting intelligence on that platform.”
The MSP industry is changing quickly. Those that adopt autonomous capabilities will deliver faster, more consistent outcomes, he stated. And they will win customers as a result.
“If you can deliver better service and become much more profitable, that’s massively impactful,” he said. “That’s what this unlocks. We were able to accelerate that development through this acquisition.”
Raissipour reiterated that agentic AI strengthens both efficiency and service levels: “This helps deliver both.”
Anjali Fluker is senior channel editor for The ChannelPro Network, where she covers news, trends, and best practices for the MSP community. She specializes in telling the stories that matter to IT providers serving the SMB market. When she’s not reporting on the latest in managed services, she’s connecting with channel pros at industry events across the country.
Featured image: Azka — stock.adobe.com
