Established in 1999, Call Handling Services (CHS) is a market leader in the provision of Multi-Channel Unified Contact Centre as a Service (UCaas) Solutions. Our customer-base consists primarily of UK charities, SMEs (mostly retailers) and government departments. CHS delivers managed solutions to enhance communications using our state-of-the-art-cloud contact centre technology. Our Clients can benefit from feature-rich omni-channel call centre solutions free from the burdens of capital expenditure and hardware costs. CHS provides services to many of the UK's most well known charities, as well as numerous smaller retailers, and government departments. We provide cloud-hosted UCaaS services, eliminating capex costs, and freeing our customers from having to host and maintain physical infrastructure. CHS has been at the cutting edge of the transition from traditional telephony networks to cloud-hosted UCaaS services, developing our own data centers, and more recently transitioning to the use of third-party cloud infrastructure such as AWS. This provides us with a unique in-depth understanding of the particular challenges of providing real-time communications (e.g., audio and video), which has gradually evolved from the use of dedicated routes for individual calls, to exploiting internet-based technologies. The problem is that internet technologies and cloud computing infrastructure were not designed to handle real-time communications such as phone calls, and Zoom meetings. The way in which this cloud infrastructure is employed is incredibly inefficient: the industry is wasting billions of pounds and needlessly consuming billions of KWh of electricity, because the existing methods of managing cloud-hosted servers cannot cope with the particular demands of real-time communications (i.e., audio and video calls). This project will develop a new infrastructure management platform that addresses these problems. By exploiting the latest developments in open-source technologies we will enable a step-change in the efficiency of real-time communications.