Tag Archives: ConnectWise

ConnectWise-Continuum buyout shakes up MSP software market

ConnectWise, a provider of software for managed services providers, has acquired its competitor Continuum.

The Continuum acquisition was announced today by ConnectWise CEO Jason Magee at his company’s annual user conference, IT Nation Connect, running from Oct. 30 to Nov. 1 in Orlando, Fla. The buyout, which is poised to shake up the MSP software market, accompanies the acquisition of ITBoost, an IT documentation vendor. ConnectWise also revealed a strategic partnership with partner relationship management software provider Webinfinity to help ConnectWise partners manage their vendor alliances.

“[The Continuum acquisition] allows ConnectWise to address the growing pains of our partners and some of those pains around talent and skills shortages … [and] continues to accelerate ConnectWise in the cybersecurity area,” Magee said in a press briefing.

ConnectWise and Continuum are owned by private equity investment firm Thoma Bravo. Thoma Bravo purchased ConnectWise in February. The private equity firm also owns MSP software players (and ConnectWise-Continuum competitors) SolarWinds and Barracuda Networks.

ConnectWise’s platform spans professional services automation, remote monitoring and management (RMM), and ‘configure, price and quote’ software. Continuum’s development of a global security operations center (SOC), network operations center and help desk technologies will be “complementary” to what ConnectWise does today, Magee said.

Jason Magee, CEO of ConnectWise Jason Magee

The future of ConnectWise and Continuum’s RMM platforms, ConnectWise Automate and Continuum Command, remains in question. Magee said the respective RMM platforms “will be maintained [separately] at this point.” After the IT Nation Connect 2019 event, the companies will begin working on its overall business plan and joint roadmaps, “which to this point we have not been able to dig into much due to regulatory restraints around getting government approval of making the deal happen and so on,” he said.

Magee suggested that in the short term ConnectWise-Continuum partners could see some innovations introduced to the Automate and Command platforms. He pointed to a few potential examples, such as making Command’s LogMeIn remote control available to ConnectWise partners and adding features of Command’s automation and patching capabilities to the Automate platform. He didn’t specify the timing around implementing any changes but said partners could expect to see some in early 2020.

Although the post-acquisition is still in the planning stage, Magee said Continuum’s CFO Geoffrey Willison will be brought as COO at ConnectWise, and the senior vice president of global service delivery, Tasos Tsolakis, will join as the senior vice president of service delivery “over all ConnectWise going forward.” Additionally, Magee said ConnectWise will hire a new CFO for the combined business.

“Until we have the rest of the best of the business plan done, it is business as usual,” Magee said.

Addressing two types of MSPs

Magee said that the ConnectWise-Continuum acquisition also serves to benefit “two mindsets” that have emerged among MSPs.

The first mindset is of the do-it-yourself MSPs that build their practices by partnering, buying platforms and tools, and hiring teams to manage and service their customers. The second mindset is of “the companies and people [that] just want to go hire the general contractor, and those people are asking for someone else to manage [their customers] for them, take the hassle out of having to do all that stuff within their company or themselves.”

This opens up a whole new world from a ConnectWise standpoint.
Jason MageeCEO, ConnectWise

“This opens up a whole new world from a ConnectWise standpoint,” Magee said.

For a few years, ConnectWise has been establishing a ‘connected ecosystem’ of third-party software integrations around its platform, and the company will remain committed to that strategy. “We are still committed to the power of choice for our partners and will continue with our API-first mindset, which allows for continued partnership with the 260 and growing vendor partnerships that we have out there,” Magee said. “These are all great options for those [MSPs] that like to do it themselves.”

When asked if Magee anticipated challenges in merging the ConnectWise and Continuum communities of MSP partners, he said he didn’t expect any problems but would address any issues that may crop up to ensure “we are doing right by the communities.”

“At the end of the day, there is so much good and greatness that comes from bringing these two together that the partner communities are going to benefit tremendously.”

ITBoost, Webinfinity and cybersecurity initiative

In a move similar to MSP software vendor Kaseya’s buyout of IT Glue, ConnectWise is purchasing documentation provider ITBoost. ConnectWise said the IT document tool will be integrated with its product suite.

Magee said the Webinfinity partnership will help ConnectWise launch ConnectWise Engage, a tool for channel firms for simplifying vendor relationship management. ConnectWise Engage aims to give partners “the ability to receive enablement content and material or solution stack information” from their supplier partners, he noted. Additionally, ConnectWise said the Webinfinity alliance will help centralize vendor-partner touch points for areas such as deal registration, multivendor support issues, co-marketing and SKU management.

ConnectWise today also revealed a cybersecurity initiative, which Magee is calling ‘Fight Back,’ to encourage vendors, platform providers, MSPs and MSP customers to up their security awareness and capabilities.

Magee noted that ConnectWise recently achieved SOC Type 2 certification and will mandate by early 2020 multifactor and two-factor authentication across its platforms. The company in August rolled out its Technology Solution Provider Information Sharing and Analysis Organization, a forum for MSPs to share threat intelligence and best practices. “This is an area that ConnectWise for years has strived to be better. We are not perfect by any means, but we strive to get better,” he said.

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IT Nation 2017: ConnectWise sets sights on a ‘connected ecosystem’

ORLANDO — ConnectWise has revealed a vision for a broad and connected ecosystem of third-party technology vendors that will plug into its PSA software.

At its IT Nation 2017 conference this week, the professional services automation (PSA) software provider discussed its push to bring a seemingly infinite variety of vendor integrations to ConnectWise partners through an upcoming Developer Kit. ConnectWise also highlighted its recent partnership with Cisco to make it easier for partners to use several Cisco technologies within its PSA software. ConnectWise currently integrates with about 200 vendors.

“The whole message [of IT Nation 2017] is really that of choices in the ecosystem, and then, ‘Let’s do more of that. Let’s connect the entire ecosystem,'” said Arnie Bellini, co-founder and CEO of ConnectWise.

Cisco integration

At last week’s Cisco Partner Summit, ConnectWise unveiled the pilot program for ConnectWise Unite, a new offering that lets Cisco partners use Cisco Spark, Meraki, Umbrella and Stealthwatch through the ConnectWise management console. In addition to Amazon Web Services, ConnectWise previously integrated with Microsoft Office 365 and Azure through its CloudConsole product, which Bellini said will be merged with Unite in the first quarter of 2018.

Cisco technologies available under Unite will eventually expand, according to Nirav Sheth, vice president of solutions, architectures and engineering for the global partner organization at Cisco. “We definitely have some cloud-managed assets that we are also exploring to continue to evolve and have more offers enabled by the Unite platform,” he said.

Additionally, ConnectWise Unite will expand with other vendors, including Google, which Bellini said “is a perfect additional integration that we think will help drive more value for Cisco.” Google and Cisco announced a partnership around hybrid cloud at the Cisco Partner Summit.

The Cisco-ConnectWise partnership serves a means for Cisco to grow its market share in the small and medium-sized business (SMB) space, Sheth said, noting that Cisco is trying to change the perception that it is a vendor focused solely on the enterprise segment. This means working more closely with ConnectWise partners such as managed services providers (MSPs) that generally target SMB customers.

Cisco and ConnectWise plan to roll out MSP University, an enablement program for Cisco value-added resellers to expand into managed services. “We have committed to working with Cisco to create an amazing university that helps get Cisco partners started down the path of managed services,” Bellini said. He added that all ConnectWise partners will have access to MSP University as well.

Integrations ahead: The Developer Kit

ConnectWise has several releases on the integration front slated for 2018, the company revealed. Among these is the Developer Kit, a tool for development teams to connect products to the ConnectWise platform. The Developer Kit has a tentative launch date for the second quarter of 2018.

“The idea on the ConnectWise Developer Kit is … [to] make every solution available to our partners and … put it in one pane of glass … so they can manage it and monitor it and bill it,” Bellini said.

Bellini noted the company has put together a $10 million fund to support the Developer Kit initiative. Using the fund, which is provided through ConnectWise Capital, ConnectWise will act as an “angel investor,” investing in ideas that further connect the ecosystem, Bellini said. ConnectWise is looking to increase that fund to $25 million, he said.

Another unique feature of the Devloper Kit is that it allows channel partners to build their own integrations and customize their own experience in the ConnectWise platform without the need of development expertise. “If you want to develop with SDKs and APIs, we still have that, but we are making it easier,” said Craig Fulton, chief product officer at ConnectWise.

Gavin Gamber, vice president of channel sales and alliances, said ecosystem expansion has become a major initiative for ConnectWise leadership, driven by partner demand. Partners “are our best gauges on where we should be heading. … That’s how a lot of these integration partners pop up.”

He added that there are virtually no limits on how large the ConnectWise ecosystem could grow. “The ecosystem is just getting bigger and bigger and bigger,” he said. With a large ecosystem of integrated partners to balance, he said there are “certainly sensitivities” pertaining to ConnectWise’s competing vendor partners, but “it all boils down to who has got the best solutions for the partner and fits their needs the best at a price that they like and is affordable.”

ConnectWise software enhancements

At the IT Nation 2017 keynote presentation, ConnectWise showcased upcoming features of the ConnectWise suite, often to the applause of conference attendees.

ConnectWise Automate, the company’s automating tool, is being moved to the web and more tightly integrated with ConnectWise Manage. New web-based functions will include a computer management function and network map feature, slated for availability in the first quarter of 2018.

ConnectWise Automate “has been a tool you need to install on a Windows machine. Now we’re taking it to the web so you can now use it from any browser,” Fulton said.

Adding to remote control functionality, ConnectWise Perspective will provide a smartphone video connection between customers and technicians, available in the second quarter of 2018. Using the feature, customers can send a live video feed from their smartphones to technicians, creating an additional layer to a partner’s service delivery capabilities. Perspective will contain features for auto-scanning barcodes, recording session time and adding workstation information into tickets, ConnectWise said.

After Fulton demonstrated Perspective onstage during his IT Nation 2017 keynote presentation, he said he was surprised by the audience response to the upcoming feature. “I wasn’t sure how that was going to go, but man, that was the biggest applause. A lot of people approached me and said … ‘Now I can see what [customers] are seeing.'”