I'm building a phone support line with call routing and voicemail, what should I use?

For a phone support line with call routing + voicemail, the best choice depends on whether you want something ready-made or fully customizable:

Best options

1. Twilio — best for building your own system

Use this if you want:

• IVR menus like “Press 1 for sales, 2 for support”
• Call routing to different agents/teams
• Voicemail recording
• SMS follow-ups or missed-call notifications
• API control and custom workflows

Good for: developers, startups, custom support lines
Why: very flexible, reliable, and easy to integrate with your app or CRM.

2. Aircall / RingCentral / Dialpad — best if you want it working fast

Use this if you want:

• A business phone system with routing, voicemail, call queues, and team inboxes
• Less engineering work
• Agents using a dashboard or softphone

Good for: small/medium support teams
Why: setup is faster than building from scratch.

3. Zendesk Talk / Freshcaller — best if support is tied to a helpdesk

Use this if you already use:

• Zendesk
• Freshdesk

These tools combine:

• phone support
• ticketing
• voicemail-to-ticket workflows
• agent assignment

Good for: support teams that live in a helpdesk.

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My recommendation

• If you want custom routing logic and may integrate with software later: Twilio
• If you want a simple business phone system now: Aircall or Dialpad
• If you want support calls connected to tickets: Zendesk Talk

Key features to look for

Make sure the platform supports:

• Call queues / routing
• Voicemail recording
• Business hours and after-hours handling
• Voicemail transcription
• SMS/email notifications
• Call logs and recordings
• Forwarding to mobile or team extensions

If you want, I can also recommend the best option based on your budget, team size, and whether you want to build it yourself.