We’re happy to share some great news: OnSIP has won a Silver 2026 Business Merit Award in the Customer Service and Support category!
This recognition, announced in a press release from the Merit Awards, is a testament to the hard work, expertise, and customer-first mentality that our support team brings to work every single day.
From the press release:
“This year’s winners exemplify what it means to lead with vision, deliver real results, and set new standards of excellence in their industries. We are proud to recognize the companies and professionals driving meaningful progress across the global business community.” - Marie Zander, Executive Director of the Merit Awards.
About the Merit Awards
Established in 2022, the Merit Awards are an independent awards program designed to recognize the efforts put forth by businesses and the markets and customers they serve. The program spans seven award categories such as Business, Technology, Healthcare, Telecom, and more, and is open to organizations worldwide.
Each submission is carefully evaluated by a panel of industry experts that includes journalists, executives, entrepreneurs, and educators. Awards are granted at three levels (gold, silver, and bronze) based on the demonstrated impact of the organization's work.
For the Business category specifically, these awards “celebrate the organizations and individuals that have demonstrated exceptional strategic thinking, creativity, and impactful results across a wide range of disciplines, including business innovation, leadership excellence, customer service and support, supply chain excellence, corporate social responsibility, and workplace culture.” (Source)
Earning a Silver Business Merit Award in Customer Service and Support is meaningful recognition for OnSIP, and we think the performance behind it speaks for itself.
What Makes OnSIP's Customer Service Stand Out
Most support calls start with hold music. Not for OnSIP customers, though. When a customer reaches out, they connect with a live expert in under 20 seconds (on average)—one who has spent years, sometimes more than a decade, working hands-on with the patented OnSIP platform and product.
That's not an accident. It's the product of a deliberate, long-term commitment to building a support team that prioritizes expertise, empathy, and customer enablement.
Here's what sets the OnSIP support team apart:
Deep tenure, deep expertise. Team members average 9.6 years with the company. Several have been with OnSIP for more than 14 years. That kind of longevity means our reps don't just know our product; they've lived inside it through every update, every new feature release, and every edge case a customer brings them.
Support that goes beyond the ticket. Reps don't just close issues; they also help customers get more out of their OnSIP setup. Whether that means walking through a configuration, suggesting a feature they haven't tried, or flagging a better way to handle their call flow, the goal is always to leave the customer better off than before.
No escalation runaround. OnSIP's support model doesn't rely on tiers or escalation chains. Each representative owns a customer's issue from the first call through to resolution. Customers aren't passed between departments or required to re-explain their problem to multiple agents. Instead, they get one rep, one point of contact, and a commitment to see the issue through.
A knowledgebase built for self-sufficiency. And beyond support from humans, the team maintains a knowledgebase with thousands of instructional articles and resources. Customers can turn to these posts to independently manage and optimize their OnSIP accounts whenever they need to.
Support as a Strategic Asset
OnSIP's support organization does more than solve problems. It serves as a critical feedback loop between customers and the product team, regularly surfacing feature requests, operational insights, and real-world use-case data that help develop our hosted VoIP platform.
In the past year alone, support reps actively participated in beta testing new features, identifying bugs and providing hands-on feedback before release. That kind of collaboration between customer-facing staff and the engineering team is a big reason the OnSIP service continues to improve.
A Pattern of Recognition
This Silver Merit Award is the latest in a long line of recognition for OnSIP's support team. Just within the past few years, the team has also received the Best Customer Support badge from Gartner Digital Markets (in the years 2023, 2024, 2025, and 2026) as well as the 2025 Excellence in Customer Service Award from Business Intelligence Group. Each of these support awards come from a different evaluating body. And each one always arrives at the exact same conclusion.
Awards like this don't come from a great quarter. They come from years of showing up, solving problems, and genuinely caring about the outcome. And that's exactly what this team does. Congratulations on the win!