CV: How does Resolve support compliance or regulatory needs for MSPs in different verticals? CS: Resolve was engineered with compliance at its core, acknowledging the diverse regulatory climates faced by MSPs serving sectors such as healthcare, financial services, education and government. The platform includes comprehensive logging and reporting functionalities, allowing MSPs to audit activities, maintain detailed records and easily produce evidence for regulatory reviews or client requirements. Configurable user roles and permission settings for role-based access control, end-toend encryption, session recordings and more enable MSPs to align with compliance frameworks like HIPAA, PCI DSS, GDPR, NIST and others. CV: Many MSPs are struggling to scale due to limited resources. How does Resolve help MSPs save time and optimize efficiency? CS: Resolve is purpose-built to help MSPs maximize efficiency and do more with less, even as their client base grows. By centralizing endpoint management with hand-on support tools, MSPs are armed with a single pane of glass – eliminating the need to jump between multiple tools, drastically reducing context switching and administrative overhead. Resolve includes ample ways to automate repetitive IT workflows including selfhealing alerts and repeat, low-code, task automation helping to save significant time and get ahead of potential fire drills. Behind-the-scenes troubleshooting features allow for system diagnostics, file transfer, command-line access and more, to be done without disrupting end-users or needing to work off-hours. Finally, Resolve’s live camera share support feature, which allows customers to use the camera on their phone to show agents the issues they are facing, gives MSPs the power to troubleshoot hardware issues remotely without cumbersome verbal descriptions or time-consuming picture submissions, saving time from needing to travel onsite to solve a problem. We’ve seen incredible results from our partners. One of our MSP partners shared how Resolve literally transformed their operations by consolidating five solutions to one. Not only did this reduce IT tech stack spend by 70 percent, but the efficiency of having a single solution rather than wasting time switching between products and portals to service customers resulted in an estimated 50 percent increase in team capacity. CV: Please give us an overview of resolve’s AI-driven capabilities, including the new Virtual Technician feature. CS: Resolve’s AI capabilities empower IT teams to shift from reactive, overburdened support to proactive, strategic endpoint management. This is achieved via AI features which tackle both the “brains” and the “brawn” of the endpoint management and support arena. The “brains” are there to provide the insights and clarity to confidently make decisions and boost efficiency, while the “brawn” is the intelligent problem resolution functionality that helps automate solutions and allows IT teams to handle workloads efficiently. These AI features include the Virtual Technician, which is an in-session assistant that automates routine tasks with natural language prompts and guided workflows – in essence it will remote control the host device, as an agent out, to troubleshoot or resolve an issue based on the request. Resolve also include AI-powered session notes that automatically generate detailed session notes for documentation following a remote session instantly reducing AHT. Resolve’s new customizable reporting is an AI-first approach to extracting insights from your fleet, tickets, support sessions and more. With this feature MSPs can generate charts and tables on demand across all Resolve modules using natural language prompts. Resolve’s knowledge base is AI-enhanced, as well, helping to generate articles from session notes, tickets and more, while accessing knowledge is also easier as knowledge is automatically served up in tickets, and agents and end users can pull up articles with natural language prompts to the GoPilot assistant. In addition to these, other Resolve AI functionality allows for running live diagnostics on individual devices or entire fleets, helps speed up script creation and validation, and streamlines incident management. CV: Resolve was designed to be easy to deploy and use. What kinds of onboarding, training or enablement resources do you offer for MSPs? Do MSPs typically require advanced support? CS: You’re absolutely right – ease of deployment and intuitive usability were core tenets in Resolve’s design from day one. In fact, our UX team partners with our customers to test and validate workflows and the interface in general to ensure ease of use. That said, we know that there are times when support is welcomed and valuable. That is why MSPs are assigned a dedicated customer success specialist to guide them through the initial setup and configuration. They ensure you’re up and running quickly and effectively. For those that are more of a DIY persona, we maintain a robust online knowledge base filled with articles, guides, and FAQs, and a library of on-demand video tutorials and live webinars with product leaders covering new features and interactive Q&A. As for advanced support, no, not for day-to-day operations. Resolve is genuinely built for MSPs to be highly self-sufficient. Most common tasks and configurations are straightforward, and our extensive self-service resources empower partners to find answers quickly. However, when issues arise our MSP partners are able to bypass our tier 1 support with a direct line to tier 2. o 41 SUMMER 2025 | CHANNELVISION
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