The EU Commission's decision Thursday following an in-depth
investigation clears an obstacle for the deal, which has been facing scrutiny
from multiple European watchdogs over fears it would stifle competition.
New York-based Kustomer provides software that helps
companies manage online conversations with customers over various channels by
putting them into a single dashboard. Meta's aim with the deal is to make more
money from its WhatsApp and Messenger chat services, which have thrived during
the pandemic, by adding ways for businesses to interact with customers.
To allay the competition worries, Meta promised to give
other players “non-discriminatory access" to its messaging channels over
the next decade, the Commission said. A trustee with “far-reaching powers” will
be appointed to make sure that Meta lives up to its side of the deal.
“Our decision today will ensure that innovative rivals and
new entrants in the customer relationship management software market can
effectively compete,” EU Commission Vice President Margrethe Vestager, the
27-nation bloc's top competition watchdog, said in a statement.
"The commitments offered by Meta ensure that its rivals
will continue to have free and comparable access to Meta's important messaging
channels.”
Meta has said the transaction is “pro-competitive” and will
lead to more innovation. The UK competition watchdog gave its approval last
year following an investigation while German regulators asked Meta in December
for relevant documents as part of their review.
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