Amazon Connect now integrates with other voice systems to directly transfer voice calls and metadata without using the public telephone network. You can use Amazon Connect telephony and Interactive Voice Response (IVR) with your existing voice systems to help improve customer experience and reduce costs.
Amazon Connect IVR provides conversational voice bots in 30+ languages with natural language processing, automated speech recognition, and text-to-speech to help personalize customer service, provide self-service for complex tasks, and collect information to reduce agent handling time. Now, you can use Amazon Connect to modernize the IVR experience of your existing contact center and your enterprise and branch voice systems. Additionally, enterprises migrating their contact center to Amazon Connect can start with Connect telephony and IVR for immediate modernization ahead of agent migration.
External voice transfer is available in the US East (N. Virginia) and US West (Oregon) AWS Regions.
To learn more about Amazon Connect and call transfers, review the following resources:
Amazon Connect website
Amazon Connect Administrator Guide
Source:: Amazon AWS