ConnectWise has agreed to acquire zofiQ, an agentic AI company focused on automating high-volume service desk work for managed service providers, the company announced Jan. 20.
The acquisition targets a growing problem across the IT services industry. Demand for support continues to rise while the available workforce has not kept pace.
ConnectWise is headquartered in Tampa and serves thousands of IT solution providers worldwide.
AI built into daily service work
zofiQ’s AI agents are already embedded inside ConnectWise’s professional services automation platform and in use by partners, according to the company.
The tools handle routine service desk tasks such as triage, resolution and documentation. That work previously required technician time.
ConnectWise said customers using the technology have increased the number of endpoints managed per technician by about 20% while cutting reactive service hours by roughly half.
The goal is simple. Get more work done without adding people.
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“As service demand outpaces available talent, IT solution providers need ways to resolve more work with the same people while protecting margins and service quality,” ConnectWise said.
Manny Rivelo, CEO of ConnectWise, described the deal as part of a broader philosophy centered on scale and efficiency.
“MSPs are entering the Age of Autonomous Service, and the winners will be the ones who can scale without proportionately increasing operating costs,” Rivelo said. “With zofiQ, we’re laying the foundation to accelerate agentic capabilities across the ConnectWise platform.”
Margin pressure drives adoption
Managed service providers continue to face margin pressure as customer environments grow more complex and hiring remains difficult.
ConnectWise said partners using zofiQ have seen up to a 30% improvement in margins by reducing manual effort and improving service delivery predictability.
Users report saving two to three hours per technician per day and five to ten minutes per ticket through automation, according to the company.
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Ben Tercha, chief operating officer at Omega Systems, said the technology allowed his team to deploy AI without replacing existing systems.
“zofiQ acted as the AI integration layer,” Tercha said. “It delivered AI-driven outcomes directly where technicians work.”
Platform-wide expansion ahead
ConnectWise said zofiQ will serve as a horizontal agentic layer across its broader product portfolio over time, including remote monitoring and management, cybersecurity and data protection.
The company also plans to extend this automation through its open ecosystem, so partners can apply the workflows across third-party tools integrated with the platform.
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“The ConnectWise partner community is built on shared scale and operational excellence,” said David Raissipour, chief product and technology officer at ConnectWise. “By bringing zofiQ’s automation into the platform, we’re enabling partners to onboard faster and operate more efficiently across tenants.”
Tampa roots and long-term direction
Founded more than 40 years ago, ConnectWise has grown into one of Tampa Bay’s largest technology companies while keeping its headquarters in the region.
Lee Silverstone, CEO of zofiQ, said the acquisition accelerates the company’s roadmap and expands its reach.
“The future of service delivery isn’t AI that just makes suggestions,” Silverstone said. “It’s AI that takes action inside the workflow, with humans overseeing and guiding autonomous agents.”
Financial terms of the acquisition were not disclosed.
For ConnectWise, the deal signals a continued shift toward building systems that absorb routine work so service teams can focus on higher-value outcomes.