Case Study: Pacific City Bank achieves personalized, resilient communications with Mitel UC Advanced

Unified communications helps community bank focus on personalized

Pacific City Bank is a boutique commercial bank with seven Los Angeles branches that prioritizes live, personalized phone contact rather than automated routing. To maintain fast, first-contact customer service across multiple locations — while reducing costs, improving staff availability and eliminating hosted‑support delays — the bank needed a simpler, integrated communications approach and better disaster‑recovery capabilities.

Pacific City Bank implemented an in‑house Mitel VoIP and unified communications solution (Mitel UC Advanced, Dynamic Extension, Mitel Communications Director on a Mitel 3300 ICP and IP phones) over TelePacific service. The upgrade delivered integrated voice and data, secure IM and visual voicemail, single‑number reach on any device, faster moves/changes by IT, operational savings from reduced cell airtime, and robust in‑house disaster recovery — all driving improved productivity and more consistent, personalized customer service.

Pacific City Bank

Jay Park

Management Information Systems Supervisor