Facebook/Kustomer (M.10262)

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  • Facebook/Kustomer (M.10262)
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Facebook/Kustomer (M.10262)

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Case facts

OutlineEuropean Commission merger investigation into the proposed acquisition by Facebook of Kustomer (M.10262). The transaction involves horizontal overlaps in the market for the supply of customer relationship management (CRM) software.

Latest developmentsOn 24 August 2021, the Commission extended the phase II deadline by 10 working days under Article 10(3)(2).

The phase II deadline is 7 January 2022.

Parties• Facebook, Inc (Facebook): Facebook, a US-based company, is a social network, messaging service, and online ads service provider. Facebook's messaging channels include WhatsApp, Messenger and Instagram

• Kustomer Inc (Kustomer): Kustomer, a US-based company, is a CRM software provider offering businesses to manage communications with consumers across different channels (ie by phone, email, SMS, WhatsApp, Messenger or Instagram etc) in a single tool.

BackgroundBackground

On 30 November 2020, Facebook announced that it had reached an agreement under which it will acquire Kustomer for $1bn.

Notification to the Commission

The proposed transaction was notified to the Commission on 25 June 2021.

On 02 August 2021, the Commission referred the proposed transaction for a phase II investigation.

On 6 August 2021, the Commission extended the phase II deadline by 5 working days under Article 10(3)(2).

Market(s)The supply of customer relationship management (CRM) software.

IssuesPhase 1

At phase I, Commission

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