By Ifham Nizam

Prof. Patrick Mendis, a Sri Lankan-born U.S. diplomat and presidential advisor to the U.S. Department of Defense issued a call to action for Sri Lanka’s leaders, urging them to adopt a pragmatic vision that balances historical wisdom with modern innovation.

Speaking on the topic, `The Power of Geopolitics and Its Implications for Sri Lanka’s National Development’, at a seminar organized by the National Chamber of Commerce last Friday, he said: “Commerce and connectivity have always been the lifeblood of nations. Sri Lanka must harness its strategic position and unique assets to chart a path of sustainable growth and prosperity.”

Mendis provided to the audience at the National Chamber Auditorium deep insights into how global political dynamics shape Sri Lanka’s economic and strategic future.

Drawing from his extensive experience across over 140 countries, Mendis highlighted key opportunities and challenges facing the nation. The event served as a vital platform for engaging discussions among policymakers, academics and industry leaders.

Professor Mendis of the University of Warsaw drew connections between history, trade, and modern geopolitics. His analysis highlighted how nations leverage their geographic and economic strengths to navigate global power dynamics. He outlined the opportunities and challenges for Sri Lanka amidst the shifting tides of international trade and diplomacy.

Opening with a historical lens, Mendis emphasized the role of commerce in shaping global alliances. Quoting Thomas Jefferson, he reiterated the timeless motto: “Commerce with all nations, alliance with none.” This principle, rooted in America’s founding vision, underscores the idea that peaceful trade can serve as a cornerstone for national prosperity. Jefferson’s vision for “practicable water communication across the continent for commerce” resonates even today as countries explore trade routes that minimize conflict while maximizing economic benefits.

Mendis also reflected on historical instances of Sri Lanka’s strategic connectivity. From King Bhatika Abhaya’s diplomatic exchanges with Rome and China in the Anuradhapura Kingdom to the maritime strategies of Parakramabahu I during the Polonnaruwa era, Sri Lanka has long been a hub for trade and cultural exchange. Such historical precedents underscore the island’s potential as a pivotal player in contemporary global trade.

Transitioning to modern geopolitics, Mendis focused on China’s Belt and Road Initiative (BRI). He described it as a transformative project aimed at fostering “a peaceful world built on trade.” By connecting Asia, Europe, and Africa through infrastructure investments, China seeks to rejuvenate the historical Silk Road and assert its economic dominance. For Sri Lanka, this presents both opportunities and challenges.

Sri Lanka’s strategic position in the Indian Ocean has made it a critical node in China’s maritime ambitions. Mendis referred to Sri Lanka as China’s “unsinkable aircraft carrier,” highlighting major investments like the Hambantota Port and Colombo Port City. While these projects promise economic growth, they also raise concerns about sovereignty and debt dependency.

Mendis likened China’s approach to a modern “MIDLIFE Strategy,” where military, intelligence, diplomacy, legal, identity, financial, and economic tools are employed to win battles without war. For example, Chinese survey missions in the Indian Ocean, ostensibly for fiber-optic cable laying and resource mapping, underline its dual-use strategy, blending commercial and strategic interests.

In the face of growing U.S.-China competition, Professor Mendis urged Sri Lanka to adopt a pragmatic and balanced approach. He discussed the implications of key U.S.-India agreements, including the General Security of Military Information Agreement (GSOMIA) and the Basic Exchange and Cooperation Agreement (BECA). These alignments, aimed at enhancing defense cooperation, have significant implications for the Indo-Pacific and Sri Lanka’s positioning.

Quoting Winston Churchill, Mendis reminded the audience: “We have no lasting friends, no lasting enemies, only lasting interests.” He emphasized that Sri Lanka must prioritize its national interests over allegiances, ensuring sustainable development while avoiding entanglements in power rivalries.

Mendis urged businesses to focus on sectors where Sri Lanka holds a comparative advantage, such as tourism, agriculture, and technology. By capitalizing on its rich cultural heritage and skilled workforce, the nation can attract investments that align with sustainable development goals.

Marking a significant milestone in the advancement of digital customer service in the banking sector, Dialog Enterprise, the corporate ICT solutions arm of Dialog Axiata PLC., announces the implementation of a state-of-the-art, cloud-based contact centre solution for Union Bank of Colombo PLC. The cloud-hosted platform offers a unified communication solution that integrates voice, video, unified messaging, VoIP, and automated call flows, reinstating the existing outmoded contact centre system at Union Bank.

Union Bank as part of its digital transformation agenda continues to leverage technology for growth and the upgrade of its existing contact centre infrastructure to a more advanced, scalable, and compliant solution is yet another step towards enhancing customer experience. With the new cloud-based system, the bank aims to improve customer engagement and streamline operations, while adhering to central bank regulations and compliance requirements.

“We are excited to collaborate with Dialog Enterprise to elevate our customer service capabilities,” stated Malinda Perera, Vice President – Head of Cards, Asset Products, Service Quality & Contact Centre of Union Bank. “Our decision to move to a cloud-based contact centre was driven by our commitment to enhance customer engagement and operational efficiency. The new system will allow us to offer more personalized service through various channels, including voice, chat, and social media, ensuring that we can meet our customers’ needs wherever they are. Additionally, the platform’s robust security features will help us comply with regulatory standards, protecting our customers’ data and maintaining their trust,” he explained further.

The new cloud-hosted contact centre will enable Union Bank to achieve greater scalability, reduce operational costs, and increase flexibility for its workforce. With features such as integrated CRM, real-time wallboards, reporting tools, and mobile applications, the solution ensures that agents can provide exceptional customer service from any location, whether working remotely or from the office.

“We are thrilled to present this latest communication interface for Union Bank,” exclaimed Navin Pieris, Group Chief Officer of Dialog Enterprise. “As pioneers in bringing the latest technology to the country, our goal is to provide local enterprises with access to world-class digital solutions at affordable prices. The cloud-based contact centre we are implementing for Union Bank will enhance their operational efficiency while also significantly improving the customer experience through a more responsive, multi-channel communication platform,” he pointed out.

Ayomi Gunawardana, the Chief Operating Officer and Co-Founder of Inivos Consulting Pvt Ltd, was awarded the coveted Digital Woman Entrepreneur of the Year at the WCIC Prathibaabisheka Awards 2024. She also secured the prestigious Gold Award in the Medium Category of the Business Entrepreneur Women segment, further cementing her reputation as a leading force in Sri Lanka’s entrepreneurial and technology landscapes.

The Women’s Chamber of Industry and Commerce (WCIC) Prathibaabisheka Awards celebrate the achievements of exceptional women who have made significant contributions to their industries. Ayomi’s dual accolades are a testament to her visionary leadership, innovative thinking, and unwavering commitment to driving digital transformation in Sri Lanka.