Modems still belie their hacker origins. Each piece of software must be customized with a specific setup string and other parameters for the specific modem it is using. Something has to be done to shield users from this unneeded complexity. Hardware manufacturers need to develop relationships with the companies creating the software. Joint development ensures that hardware will work with software without forcing users to stand on their heads.
Software also needs to be simplified.
Products such as America Online and CompuServe's Navigator point the way to smart front ends for host systems that shield the user from the vagaries of modem communications. Auto-starting file transfer protocols such as Zmodem and CompuServe Quick B make data transfers easier. There are many out there, but one clear standard has yet to emerge. Surely we have advanced enough to support automated sessions and intelligent interfaces on our communications. All that is needed is a little cooperation.