ConnectWise Acquires zofiQ, Ushering in the Age of Autonomous IT Service

TAMPA, Fla. – January 20, 2026 – ConnectWise, a leading software provider for IT Solution Providers (TSPs), today announced its acquisition of agentic AI company zofiQ, a move set to embed deep automation into the core of IT service delivery. The acquisition, with financial terms undisclosed, signals a major strategic push by ConnectWise to accelerate what it calls the "Age of Autonomous Service," empowering Managed Service Providers (MSPs) to scale operations and combat persistent industry headwinds like talent shortages and shrinking margins. By integrating zofiQ's action-oriented AI directly into its platform, ConnectWise aims to fundamentally transform service desk operations from a reactive, human-intensive model to a proactive, automated one.

A Strategic Push into Autonomous Operations

This move is more than a simple feature addition; it represents a calculated response to the evolving pressures facing the MSP market. As service demand continues to outpace the availability of skilled technicians, IT providers are struggling to resolve more work without compromising service quality or profitability. ConnectWise is positioning the zofiQ acquisition as the definitive answer to this challenge.

“MSPs are entering the Age of Autonomous Service, and the winners will be the ones who can scale without proportionately increasing operating costs,” said Manny Rivelo, CEO of ConnectWise, in the announcement. Rivelo emphasized the critical role of data in this new paradigm, stating, “Data is the oxygen for AI, and autonomy only works when it’s powered by real operational data from the PSA, where service delivery happens every day.”

This vision directly addresses industry analysis from firms like Channelnomics, which have noted that MSPs must adopt new operating models that go beyond incremental automation to remain competitive. The acquisition is ConnectWise’s foundational play to build this new model, leveraging zofiQ's AI to handle high-volume, repetitive tasks, thereby freeing up capital and human resources for growth and higher-value initiatives.

Inside the Agentic AI Engine

What sets zofiQ's technology apart is its "agentic" nature. Unlike earlier AI tools that might offer suggestions or require manual intervention, zofiQ's AI agents are designed to take direct action within workflows. The platform automates the entire lifecycle of many service tickets, from initial triage and classification to resolution and documentation, all while operating directly inside the ConnectWise PSA environment where technicians already work.

This capability is made possible by zofiQ's ability to act as a sophisticated integration layer. Ben Tercha, Chief Operating Officer at early adopter Omega Systems, explained the value proposition: “When the native applications Omega relied on lacked built-in AI capabilities, zofiQ acted as the AI integration layer that enabled Omega to adopt and leverage advanced AI across their managed services stack." He noted that zofiQ connects to both legacy and modern SaaS systems through APIs and other integrations, ingesting and normalizing data from various sources without requiring complex modifications to the underlying applications. Once the data is consolidated, the platform applies AI models for anomaly detection, ticket prioritization, and suggesting root causes, delivering intelligent automation where it is most impactful.

This action-oriented approach is what zofiQ's CEO, Lee Silverstone, believes is the future. “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,” Silverstone stated.

Redefining the IT Technician's Role

The introduction of such powerful automation naturally raises questions about the future role of the human technician. However, ConnectWise and zofiQ frame this evolution not as replacement, but as augmentation. By automating the mundane and repetitive tasks that consume a significant portion of a technician's day—such as ticket classification, password resets, and initial diagnostics—the platform aims to elevate the human role.

This shift allows skilled technicians to move away from high-volume, low-complexity work and focus their expertise on more strategic initiatives, complex problem-solving, and crucial client-facing interactions. Instead of being buried in a ticket queue, the technician of the autonomous era becomes an overseer of the AI system, guiding its operations, handling exceptions, and tackling the sophisticated challenges that require human ingenuity and critical thinking.

This transformation addresses a core component of the industry's talent crisis: employee burnout and the struggle to retain skilled staff. By improving the quality of work and allowing technicians to engage in more meaningful tasks, MSPs can foster a more satisfying and sustainable career path. The goal is a symbiotic relationship where AI handles the scale and speed, while humans provide the strategy, oversight, and high-touch service that builds lasting client relationships.

The Promise of Proven ROI and Future Integration

The business case for this acquisition is built on a foundation of tangible results. According to ConnectWise, partners already leveraging zofiQ within the ConnectWise PSA ecosystem are seeing a 20% increase in the number of endpoints managed per technician. This efficiency gain translates directly to the bottom line, with reported margin improvements of up to 30% driven by a 50% reduction in reactive service hours.

Beyond these high-level figures, the daily impact is significant, with claims of 2 to 3 hours saved per agent per day and 5 to 10 minutes saved per ticket. Pre-acquisition case studies and marketing from zofiQ have pointed to even more granular benefits, including reports of up to 86% fewer ticket escalations, 99% faster log analysis, and a 25-40% increase in overall technician capacity. These metrics demonstrate that the value is not theoretical but is being realized in real-world service desk environments today.

ConnectWise's ambitions for zofiQ extend far beyond the service desk. The company plans for the technology to serve as a "horizontal agentic layer" across its entire portfolio, including its Remote Monitoring and Management (RMM), cybersecurity, and data protection solutions.

“By bringing zofiQ’s AI-driven automation into the ConnectWise platform, we’re enabling partners to onboard faster, operate efficiently across tenants, and extend autonomous service delivery across the ecosystem,” said David Rassipour, Chief Product and Technology Officer at ConnectWise. This strategy includes extending these capabilities through ConnectWise’s open ecosystem, allowing partners to apply the same agent-driven automation to the third-party tools they integrate into their daily operations. This broad integration plan underscores the acquisition's long-term significance, positioning agentic AI as a core, unifying element of the entire ConnectWise platform for years to come.