ConnectWise Unveils the Industry’s First Predictive Intelligence Platform to Lead the Era of Predictive IT

ConnectWise has officially unveiled the ConnectWise Platform, positioning itself as the industry’s first purpose-built System of Action for the era of predictive IT. The new AI-native operational platform unifies professional services automation, remote monitoring and management, cybersecurity, and automation into a single intelligent execution layer for managed services. This launch marks a strategic shift away from the manual MSP model toward an operating model driven by artificial intelligence. Operational benchmark modeling released alongside the announcement highlights significant potential impacts for MSPs managing approximately $3 million in annual revenue. According to the data, organizations implementing AI-driven automation today could see a 45% reduction in ticket handling time and a 30–40% decrease in total ticket volume through intelligent remediation. Additionally, the modeling projects an 80–90% prevention rate for repeat issues and a 5–12 point margin uplift via expanded operational capacity. ConnectWise CEO Manny Rivelo emphasized that decades of labor-intensive operations and disconnected systems are being replaced by this unified foundation. Partner feedback supports the shift, with Rick Harber of Decision Digital noting that the workflow engine has already delivered measurable revenue recovery and efficiency gains in production environments. The company intends to focus on Phase 2 of the maturity journey, which involves operationalizing AI through intelligent copilots and workflow intelligence. General availability for the platform is scheduled for the end of June, allowing providers to begin moving beyond reactive operations. While fully autonomous operations remain a long-term vision for Phase 3, the current release prioritizes credible integration of agentic AI and orchestration. The platform relies on a shared operational data architecture rather than legacy siloed acquisitions, aiming to create leverage for channel partners. ConnectWise is fundamentally altering the managed services landscape by consolidating disparate tools into a single AI-native execution layer. This consolidation addresses the historical inefficiency of disconnected systems, offering measurable reductions in ticket handling times and margins for early adopters. However, the realization of fully autonomous operations remains a long-term goal rather than an immediate capability. Stakeholders should monitor how quickly the modeled benchmark improvements translate across diverse market segments during the initial rollout.