Patent ID: 8395994

Claim:
A system for adaptive call management, comprising: a network-connected call manager server; a call switching device coupled to the call manager server and adapted to deliver calls to a selected target via a plurality of media channels; and a quality monitoring server coupled to the call manager server and configured to monitor on-going calls being managed by the call manager server; said network-connected call manager server being configured to: (a) access client-specific configuration rules of a client, said rules specifying an optimizing combination of cost and quality of calls relating to the client; (b) obtain an indicium of call quality of a call for the client from said quality monitoring server; (c) select a media channel based at least in part on the call quality indicium and the client-specific configuration rules of the client to optimize the combination of cost and quality; wherein a lower or higher quality media channel may be selected depending on said rules to maintain a desired quality range at a minimum cost; (d) notify an agent handling the call of the client when call quality is below a threshold standard; and (e) incentivize the agent to improve the call quality.