9/9/2026 | 10 Minute Read
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The past 12 months have been an incredibly busy and productive time for the ConnectWise product organization. At the end of June and into July, we released more product in a 15-day period than ConnectWise had released over the previous two years.
We got there by changing how we build products, measure our work, gather feedback, and collaborate. More importantly, we have been guided by a simple question: What outcome are we trying to help our partners achieve?
MSPs and IT teams are expected to increase capacity, control costs, reduce risk, meet compliance requirements, and maintain consistent service levels. The traditional model tied increasing workloads directly to headcount. More users, endpoints, and customers created more tickets, alerts, incidents, and work, which traditionally meant hiring more people to keep up.
AI gives us another way to solve that equation.
I spent much of my keynote at IT Nation Connect™ ANZ showing what that looks like in practice and why our platform built with AI at the core matters as much as the AI itself.
AI is not new. Machine learning has been part of cybersecurity, fraud detection, and other technology for years. What changed is the democratization of access. You no longer need an army of data scientists to take advantage of these capabilities. Technology providers are making many of the benefits of AI accessible through the tools businesses already use.
Building something with AI has also become easier, but maintaining accuracy, security, cost efficiency, and reliability over time is much harder.
If you put an AI agent into a production environment, you are signing up to support it. You need to know what it did, why it did it, what information it accessed, and whether it had permission to take the action in the first place. Security, compliance, traceability, observability, and governance all become part of the equation.
For most MSPs and IT teams, building and maintaining that infrastructure themselves does not make sense. Your value comes from the services you provide, your knowledge of the environments you support, and the outcomes you deliver.
Our job is to build the technology underneath it.
ConnectWise started down the platform path about four years ago. At the time, nobody knew how quickly AI would advance or how important structured data would become.
That investment matters now.
When we looked for a company to accelerate our AI work, we found a team in Toronto that had already built its technology on ConnectWise. We asked why they chose us. Their answer was our structured platform and data. They were getting better results because the information they needed was already organized in a way their technology could use. We eventually acquired that company.
That is a big part of why our approach to AI is different.
We did not buy an AI company and immediately bolt its technology onto our products. We took the time to integrate those capabilities into the platform, put the appropriate guardrails around them, and make them work at scale.
Every application integrated into the platform contributes context. Tickets, devices, security signals, customer information, historical activity, automation, and workflows all become part of the information available to the system.
The platform also provides the core services that matter when AI starts taking action: authentication, authorization, access controls, common workflows, auditability, and traceability.
An agent needs context to make a good decision. It also needs boundaries.
The CW Platform™ is now available globally. Build on top of the Platform is the newly launched CW PSA and the deeply integrated CW Agentic.
What matters is what those pieces do together.
During the keynote, I showed an example of a user who could no longer send email. The user opened a ticket, and the AI began reviewing the request and historical ticket information.
The CW Agentic platform gathered additional context from the device, including information a technician would traditionally need to find by moving between different tools. The technician could then ask the ConnectWise AI Assistant™ to investigate the root cause.
It identified a corrupted Outlook OST file. The technician asked it to generate the PowerShell script needed to resolve the issue, connected to the remote machine with ScreenConnect®, and fixed the problem.
Then we went further.
Because CW RMM™ is built on the same platform, the technician could set up monitoring for the condition that caused the problem. Instead of waiting for another user to experience the same issue, the team can now identify it earlier.
CW PSA, CW RMM, ScreenConnect, and CW Agentic were all involved, but the end user does not care how many products were involved; they care that their problem got solved.
That is what I mean when I talk about moving from a system of record to a system of action.
We are asking partners to change how they operate, so we need to do the same thing ourselves. One of the best examples comes from our SOC. A few years ago, the traditional capacity model would have told us to keep adding people as alert volume increased. Instead, we looked at the work itself. At our scale, we have seen most issues before. The question became how much of that repeatable work we could automate and where we still needed human expertise. We automated work across Tier 1 and Tier 2 and reinvested in Tier 3, where deeper expertise and direct partner interaction matter.
The results were significant.
Our SOC reduced headcount by 40% while processing three times as many alerts. At the same time, we moved from a one-hour service-level objective to a 15-minute SLA.
The point is not the headcount reduction.
The outcome is a better service. We increased capacity, processed more alerts, improved response times, and reinvested people where their expertise has greater value. That is what AI and automation should do for MSPs and IT teams.
Another demo from the keynote started with a compromised laptop.
Once the security signal was detected, the event moved into our cybersecurity workflow. Specialized agents evaluated and triaged the event, generated the report, and brought a human analyst into the process when needed. All of this operates within our 15-minute SLA.
Then the scenario got more interesting.
Another compromised endpoint belonged to an executive traveling on an airplane. The device was offline, so the security team could not immediately reach it. Because security and BCDR work together, the system could stand up a virtual instance from the last known good snapshot.
The executive could continue working while the compromised laptop remained isolated and the team continued its investigation and remediation.
That is a business outcome.
We are not asking users or customers to think about endpoint security, SIEM, backup, virtualization, and recovery as separate products. They have a compromised device and still need to keep the business running. Connecting security and BCDR gives MSPs and IT teams a way to address both problems through a connected workflow.
We also announced an expanded relationship with SentinelOne.
We have worked with SentinelOne for years. As our teams looked at what each company does well, we saw an opportunity to do more together.
SentinelOne is an industry leader with a proven suite of security products. ConnectWise brings the power of the CW Platform, our SLA-backed Agentic SOC, and the operational environment MSPs use to serve their customers.
Over the coming quarter, we plan to bring more of the SentinelOne products suite products to together and continue integrating those capabilities into our SOC and our unified threat management platform.
Again, the product itself is only part of the story. The goal is to help MSPs and IT teams deliver stronger security outcomes across the environments they support.
We heard ANZ partners clearly on data residency.
The Axcient data center in Australia is now live and operational, bringing Axcient x360Recover™ from ConnectWise into the local market. That gives partners another option for addressing data residency and compliance requirements while using our class leading BCDR capabilities.
In the coming quarter, we are also bringing Axcient x360Cloud™ from ConnectWise to the region, extending cloud protection across Microsoft and Google environments.
CW PSA is available in the APAC region as well. For partners currently operating from North American region who need to move to Australia, our teams are working with them to assist through the transition.
We said we would invest locally. We’re delivering on that commitment.
One of the new announcements I was most excited to show at ANZ was the CW AI Agents™ in CW RMM. We are bringing agentic capabilities directly into CW RMM so the technology has the ability to reach into endpoints and take action.
In the demo, a technician asked CW AI Assistant to investigate a ticket. Because CW PSA, CW RMM, and CW Agentic share context, the agent could run diagnostics and determine the root cause. The agent determined how to resolve the issue, selected the appropriate parameters, chose the right automation script from an existing catalog and asked the technician to confirm before taking action. This is different from putting an AI interface on top of a product. The agent has the context and access required to participate in the workflow, while the technician stays in control.
It can review the automation catalog already built and select the script that will help resolve the ticket.
It didn’t stop there. The next step was to look for patterns. That matters because Predictive IT depends on recognizing patterns in order to detect and resolve problems earlier. Through this process, it can setup a monitor to look for future occurrence of the same problem across ALL endpoints and eliminate it proactively.
We are also expanding how end users request support. Intelligent intake is coming across Microsoft Teams, via voice, and email.
We demonstrated a user asking for help directly through Teams channel. The system interpreted the request, understood its urgency, confirmed the information with the user, and created the ticket. CW Agentic can pick up that same ticket, triage it, dispatch it to the right board so that I can be worked on right away.
We also demonstrated the voice experience. A user called about a password reset loop, answered a few questions, and the system gathered enough information to create the ticket and move it into the service workflow. These are different entry points into the same agentic stack.
Once the request enters the platform, the same data, agents, workflows, and applications are available to help move it toward resolution.
We are moved beyond AI assistants that answer questions to AI agents that take action. Over time, as we continue to enhance our agentic orchestration layer, AI agents will also coordinate and supervise other agents. This allows for complex workflows that span different roles and products to be fully automated.
We are not removing people from the equation. Accuracy matters and control matters. Human oversight, security, permissions, auditability, and traceability are built into how we approach AI workflows. If an agent takes an action, you need to know what happened. You need to know why. You need to control what the agent has permission to do.
We are taking the same approach with extensibility. Partners have asked us for an MCP server, and we plan to provide them. Before exposing those capabilities, we focused on building clean, mature APIs and the security controls needed to expose them responsibly.
We have lived this through transformation ourselves.
Across our operations, we have seen a 45% improvement in technician productivity and efficiency as a baseline. We have also received feedback from more than 150 partners using these capabilities that reductions in resolution time are real. Based on our own experience and partner feedback, we have seen ROI in the range of 5x to 10x.
Those numbers matter, but the real value comes from what you do with the capacity you create.
You can improve service levels, handle more work without adding people at the same rate, reinvest in areas where your teams provide greater value, and expand services and give your teams more capacity to solve higher-value problems.
That is what we are building toward with the CW Platform.
One platform with intelligent action to arrive at better service quality, stronger SLAs, and better business outcomes.
Explore the ConnectWise Platform to see how shared data, integrated applications, and agentic AI help MSPs and IT teams turn intelligence into action.
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